Customer Support Associate (Condensed Hours)

Yonder Global Group; Cardiff; On-site; GBP 24,000 - 25,000; Full time

Benefits offered by this job

Private healthcare with Bupa (mental,

Learning & training allowance (£750/yr

Quarterly office socials

Quarterly lunch/dinner

Job summary

Yonder is building the financial membership of the future, offering rewards and a seamless experience. We’re seeking a customer support specialist in Cardiff to assist members via calls, chats and email, ensuring timely, accurate responses while applying product knowledge.

You’ll review guides, contribute to KPI metrics and participate in regular support syncs as the product evolves. A strong fintech customer-focus and right-first-time approach are essential.

Qualifications

• Experience in financial services within a startup or rapid-growth company.
• Ability to work full-time on condensed 3x11.5 hour shifts (Sat–Mon incl. bank holidays).
• Calm under pressure with strong customer-facing skills and a right-first-time mindset.
• Experience handling customer queries via chat, and a bonus if using Intercom.

Responsibilities

• Interact with members via calls, chats and email, delivering world-class support.
• Review guides and FAQs to identify improvements from member interactions.
• Contribute to KPIs and share trends with the team and managers.
• Join Member Support syncs to discuss complex chats and product updates.

Skills

Customer service

Intercom

Escalation handling

Financial services

Communication

Tools

Intercom

Job description

What's Yonder?

Yonder is building the financial membership of the future, combining credit and debit in one membership that is fair, flexible and actually enjoyable to use. No confusing terms, no dusty points system - just rewards that feel rewarding from bao to beer to a boarding pass. Our mission is to empower people to build financially rewarding lives.

What You’ll Do:

• Interact with members via calls, chats and email, offering world‑class support in a timely manner while exercising product knowledge and adding a personal touch to build great rapport.

• Constantly review internal guides and FAQs, looking for areas of improvement based on member interactions.

• Contribute to metrics, ensuring you meet KPIs and feeding back trends to your team and managers.

• Engage in Member Support syncs, discussing complex chats and running refresher sessions as the product evolves.

What you’re a great fit if you

• Able to commit to full time hours on condensed shift patterns; these consist of 3x 11.5 hour shifts per week between Saturday and Monday, including bank holidays.

• Have financial services experience in an early‑stage start‑up or fast‑paced company with escalation or investigation experience.

• Can work calmly during busy peak periods, especially on chat.

• Have a strong background of working with customers, with Intercom as a bonus.

• Own customer problems from start to finish, focusing on a right‑first‑time approach.

• Are customer‑obsession‑driven, and passionate about helping members at a member‑first company.

You won’t be a great fit if you

• Are looking for complete structure; we’re small and learning.

• Are daunted by autonomy; some shifts you may work solo with limited support.

• Want a team with a process for every query; we have many processes but not all is covered.

• Are not a self‑starter; we love seeing how you tackle things with your own thinking first.

What’s it like working at Yonder

The Cardiff office is located centrally with great transport links. We’re in the office 2 days a month; for our member support team, that’s every other Monday. During your first 2 weeks of training you’ll need to come into the office each weekday, followed by 4x weeks of each Monday in office on your new schedule.

What’s in it for me?

• £24,182 - £25,434 annual starting salary.

• £15,148 - £17,928 stock options.

• 17 days holiday per calendar year (195.5 hours).

• Regular team‑building trips and activities.

• Private healthcare with Bupa, including mental health, dental and vision cover.

• Learning & training allowance (£750/year) for books, courses, etc.

• Quarterly office socials.

• Quarterly office lunch/dinner.

• Monthly team events such as Mini‑golf, Escape Room, cocktail making.

• Cycle‑to‑work scheme.

What’s the interview process like

Stage 1: Intro call (30 mins) with Keri to find out more about you.

Stage 2: Technical task interview (45 mins).

Stage 3: Values‑based interview (60 mins).

Stage 4: Background & references check.

If all is well, an offer is made. We aim to give a decision within 24 hours between stages where possible.

• We love closing the feedback loop. Expect specific feedback on our decision from Stage 2 onwards and ask for more if you wish.

• We must complete the right‑to‑work, credit checks & criminal background checks for every new Yonder‑er. Reference checks are also conducted, ideally from a recent manager via phone. The entire process can take between 2–6 weeks.