Customer Service Career at Profitable UK Fintech in Columbus
Career & Market Insight
This is a fully remote, entry-to-mid level customer service role at a profitable, scaling UK fintech. At £28,500, the salary sits slightly below the median for financial services customer service roles in the UK (typically £28k–£35k depending on region), but the benefits package — particularly the 7% pension match, private healthcare via Vitality, and the sabbatical milestone rewards — meaningfully adds to total compensation.
Career development signals are positive: Capital on Tap has grown to 1,000+ employees and is still expanding, meaning there are genuine internal progression paths into senior support, team lead, quality assurance, or operations roles within a fintech context. Experience in SME financial services is a valuable, transferable credential.
Key skills you'll build:
- Financial services customer operations and regulatory awareness
- Multi-channel support (phone, email, live chat) — highly portable skills
- Complaint handling and vulnerable customer identification — increasingly valued in FCA-regulated environments
- Process improvement and CX ownership mindset
Green flags: Profitable company, strong Trustpilot reputation, clear values framework, structured interview process, and an inclusive hiring stance. The direct feedback culture suggests a growth-oriented environment rather than a siloed one.
Watch points: The fixed midnight shift (5:30pm–2am) is non-negotiable and can affect work-life balance long-term. Candidates should be honest with themselves about sustained night-shift suitability before applying. The role is well-suited to those early in a fintech career looking for stability and a reputable employer brand on their CV.
We're Capital on Tap
Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.
Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.
1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We've done a pretty good job so far, but we're just getting started!
Location: Remote - UK
Shifts (Midnights Team - Fixed): Monday to Friday, 5:30pm – 2:00am
Salary: £28,500
Customer Service Team
Our Customer Service team are the friendly voice of Capital on Tap - often the first people our business owners turn to when they need assistance. We strive to support our customers across phone, email, and live chat, taking ownership of each issue from start to finish, and providing clear and practical solutions. The team plays an important role in improving customer experience and building strong relationships with our business owners by providing the best service possible.
What You'll Be Doing
- Providing friendly, professional support to customers via phone, email, and live chat
- Resolving issues efficiently while taking full ownership of each case from start to finish
- Listening carefully to understand concerns and delivering fair, practical solutions
- Keeping up to date with products and policies to ensure accurate guidance and information is provided
- Proactively identifying ways to improve the customer experience, from enhancing FAQs to suggesting process improvements
- Recognising customers who may need additional support and ensuring they receive the help they need
We're Looking For
- Strong customer service experience, ideally within a call centre or financial services environment
- Strong verbal and written communication skills, with the ability to explain information clearly and professionally
- Sound judgement and confidence when managing complex or sensitive customer enquiries
- Proven ability to handle a high volume of requests while maintaining accuracy and quality
- Proactive attitude, with a strong focus on resolving issues at the first point of contact
- Empathetic and curious nature, with a genuine passion for helping people
- The ability to work independently while also contributing effectively within a fast-paced team environment
Our Values & Culture
- Just Pilot: We never settle for "good enough". We pilot new ideas fast, ask questions to figure it out, and scale quickly.
- Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
- Be a Buddy: We tap in from day one to help the team, we do the right thing even if it's hard.
- Owners and Dates: We don't chase people. If you own a task and agree to a date, the expectation is that it gets done.
- Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.
Even if you don't have all of the necessary skills, we still encourage you to apply.
Interview Process
- Stage 1: 30-minute intro and values call with Talent Partner (video call)
- Stage 2: 45-minute virtual interview with members of the Customer Service Management team
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:
- Private Healthcare including dental and opticians services through Vitality
- Worldwide travel insurance through Vitality
- Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
- Salary Sacrifice Pension Scheme up to 7% match
- Octopus EV Salary Sacrifice 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 in our offices
Check out more of our benefits, values and mission here.
Other Info
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Email [email protected] if you have any questions.
Excited to work here? Apply!
If you'd like to progress your career within our fast growing, profitable fintech then 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).
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