Fintech Member Support Specialist

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

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.