Customer Support Associate (Condensed Hours)

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

Benefits offered by this job

Stock options

Private healthcare

Learning allowance

Team events

Cycle to work

Job summary

Yonder in Cardiff is building the financial membership of the future and is hiring a Customer Support specialist to help members across calls, chat, and email with world-class service.

You will work 3x11.5 hour shifts per week, including bank holidays, and review guides while supporting KPIs as the product evolves. Benefits include stock options, private healthcare and learning allowance.

Qualifications

• Experience in customer support, preferably in fintech or fast-paced startups.
• Ability to manage multiple chats/calls with accuracy and speed.
• Experience handling escalations or investigations in a financial services context.
• Willingness to work 3x11.5 hour shifts per week including weekends/bank holidays.

Responsibilities

• Interact with members via calls, chats and email, delivering timely, product-informed support.
• Review internal guides and FAQs to identify areas for improvement.
• Contribute to metrics and KPIs, feeding back trends to the team.
• Participate in Member Support syncs and refresher sessions as the product evolves.

Skills

Customer support

Intercom

Time management

Problem solving

Financial services

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'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.

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.