Customer Support Team Leader

Applied Intuition Inc.; Cardiff; Hybrid; GBP 32,000 - 38,000; Full time

Job summary

A growing fintech company in Cardiff seeks a Team Lead for the Customer Support team. In this role, you'll be responsible for driving performance and engagement while ensuring top-notch service. The position requires solid contact center experience and a passion for team development. Ideal candidates will be adept at problem-solving and fostering positive team dynamics. Enjoy a salary of £32,000–£38,000, hybrid working options, and great perks including private healthcare and wellness initiatives.

Benefits

Salary £32,000 – £38,000 DOE

Private Healthcare

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

28 days holiday plus bank holidays

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

6 free therapy sessions per year

Dog-Friendly Offices

Free drinks and snacks

Qualifications

• Previous experience in a contact center environment, preferably in financial services.
• Demonstrated passion for coaching and team development.
• Capable of identifying and addressing inefficiencies effectively.

Responsibilities

• Lead a team of up to 10 agents to ensure exceptional customer service.
• Support the Customer Support Manager in departmental changes.
• Develop team skills through coaching and regular meetings.

Skills

Contact centre experience

Team development

Attention to detail

Data analysis

Growth mindset

Feedback management

Drive for success

Job description

We’re Capital on Tap 👋💳 Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all‑in‑one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is Horm de 1 million small businesses by 2030.

Why Join Us? We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.

🏢This is an office‑based role; the Customer Support team works from our Cardiff City Centre Office. After passing the probation period, the requirement will be to work in the office 3 days a week, and 2 days from home.

What You’ll Be Doing

As a Team Lead, your primary role is to drive performance, growth and engagement within your team while fostering a supportive and accountable culture. Your success is reflected in your team’s results, satisfaction and overall well‑being. You’ll use your leadership skills to cultivate a high‑performing, ambitious team and ensure industry‑leading customer service.

• Lead a team of up to 10 agents to deliver exceptional outcomes for customers and the business.
• Support the Customer Support Manager in driving positive departmental changes.
• Develop team skills through 1:1s, coaching, huddles and meetings.
• Build strong relationships with key internal stakeholders.
• Act as an escalation point for team support when needed.
• Remove obstacles preventing agents from delivering outstanding service.

Shifts

You’ll be joining our core Customer Service team. Working Monday–Saturday (1 Saturday in every 6 weeks) between the hours of 8 am – 8 pm. Shift patterns are:

• Week 1: 8 am – 4:30 pm (Monday‑Friday)
• Week 2: 8 am – 4:30 pm (Monday‑Friday)
• Week 3: تبدیل 9 am – 5:30 pm (Monday‑Saturday)
• Week 4: 9 am – 5:30 pm (Tuesday‑Friday)
• Week 5: 9:30 am – 6 pm (Monday‑Friday)
• Week 6: 11:30 am – 8 pm (Monday‑Friday SAY)

Qualifications and Skills

• Contact centre experience is essential, and a bonus if it’s in Financial Services.
• Genuine passion for team development and a track record of coaching success.
• Strong attention to detail with the ability to identify and address inefficiencies.
• Experience in analysing and interpreting basic data sets.
• A growth mindset—comfortable making mistakes, learning and improving.
• Confidence in giving and receiving constructive feedback, including managing up.
• A drive for success, backed by a track record of achieving results in previous roles.

Diversity & Inclusion

We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives and everyone can do their best work.

Great Work Deserves Great Perks

We try not to take ourselves too seriously (all the time), so we make sure our office is decked out with a pool table, arcade machine, beer tap and a couple of office dogs thrown in for good measure. Check out our benefits:

• Salary £32,000 – £38,000 DOE
• Private Healthcare, including dental bille optician services through Vitality
• Worldwide travel insurance through Vitality
• Anniversary Rewards (£250, £_PRESS , £750, 4‑week fully paid sabbatical)
• Salary Sacrifice Pension Scheme up to 7 % match
• 28 days holiday (plus bank holidays)
• Annual Learning and Wellbeing BudgetEnhanced Parental Leave
• Cycle to 自拍 Scheme
• Season Ticket Loan
• 6 free therapy sessions per year
• Dog‑Friendly Offices
• Free drinks and snacks in our offices

Interview Process

• First stage: 30‑minute intro and values call with Talent Partner (video call)
• Second stage: 60‑minute CV overview and competency‑based interview with one of our գործունե People Partners and Customer Support Team Leaders (in‑person/video call)
• Final stage: 60Rab‑minute leadership and cultural fit with our Senior Customer Services Manager and Lead People Partner (in‑person)

Apply

If you’d like to progress your career within our fast‑growing, profitable fintech, click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days).

At Capital on Tap we are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are. We want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves.

In order to remain committed to our goal, we need to analyse and identify where we need to take steps to make positive impact. The first step in this process is gathering anonymous data on our candidates. We would encourage you to help us by filling in the form below.

All of the questions we ask are optional and will not affect your application. You don’t have to share this with us and we won’t consider it as part of your application. If you choose not to share this info, it won’t impact your application in any way.