Customer Operations Director

at  Capital on Tap

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 to help 1 million small businesses by 2030.

THE ROLE

As Customer Operations Director, you’ll drive the strategy and coordination for our first-line teams (Customer Support, Complaints, Collections, FinCrime, and First-Line Assurance). You’ll lead the charge in streamlining tools and processes, driving a high-performance culture, and ensuring our teams are equipped with the right resources to create an experience for our customers that’s second to none.

WHAT YOU’LL BE DOING

• Define and drive the strategy for all first-line teams
• Coordinate and foster effective collaboration across all first-line teams
• Optimize tools, and processes enhancing efficiency and customer outcomes
• Drive initiatives that ensure swift and effective customer query resolution
• Collaborate with key departments to align operations with broader company objectives
• Proactively improve overall resource management to support operational excellence
• Develop high-performing teams, fostering a culture of accountability, growth, and collaboration
• Ensure FOS compliance and be proactive in handling customer complaints