Member Support Associate

Yonder; Cardiff; Hybrid; GBP 27,000 - 28,000; Full time

Benefits offered by this job

Starting salary

Stock options

Holidays

Private healthcare

Learning allowance

Team events

Office socials

Cycle-to-work

Job summary

Yonder, a Cardiff-based fintech startup, is hiring a member support agent to help customers across calls, chat and email with a friendly, right-first-time approach. You’ll review guides, contribute to KPIs and join regular knowledge-sharing sessions as the product grows.

Initially office-based 3 days a week with a move to hybrid working after training. The role offers a starting salary of £26,869–£28,259, stock options, 35 holidays, private healthcare and learning allowance.

Qualifications

• Experience in customer support in a fast-paced environment.
• Ability to handle queries via calls, chat and email.
• Comfort with a hybrid in-office work pattern.

Skills

Customer service mindset

Communication skills

Flexibility

Tools

Intercom

Job description

What’s Yonder?

“It's as if Time Out, Amex and Monzo had a baby” - Will T, Yonder Member

We’re building the financial membership of the future. Starting with a credit card that has fun and experiences at its core, we’re the antithesis to your dad’s stuffy, corporate, boring credit card.

Whilst tech is revolutionising the finance industry, credit is still stuck in the stone ages. We want to create a world where financial services are fair and conscious, and the stress of debt is eliminated for everyone.

You’re a great fit if you

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.

You won’t be a great fit if you

Able to commit to full time hours on flexible shift patterns; these consist of 5x 9 hour shifts per week between Monday and Sunday, 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.

What’s it like working at Yonder?

The Cardiff office is located centrally with great transport links. We’re in the office 3 days a week; for our member support team, that’s every Monday, Wednesday and Thursday. During your first 6 weeks you’ll need to come into the office each day, followed by an allowance to move to hybrid working after competency has been met.

We take a values-led approach

Our principles are incredibly important to us, so we recommend you check them out here: Our DNA

We take development really seriously

We have a pretty structured process for progression, with fortnightly one‑on‑ones and quarterly peer perspectives. We also take some time at the end of each week to reflect and celebrate what we’ve learned and achieved.

What’s in it for me?

• £26,869 - £28,259 annual starting salary.
• £15,148 - £17,928 stock options.
• 35 holidays (27 days annual leave + 8 days public leave)
• 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?

We take the candidate experience really seriously, so we’ve made the process as transparent as possible. We also promise to be super responsive, and will never leave you wondering where you stand for weeks on end.

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.

Other things to know:

• We love closing the feedback loop at Yonder. You can expect specific feedback on our decision from Stage 2 onwards, and you can always ask for more.
• We must complete the right to work & criminal background checks for every new Yonder-er for compliance purposes because we handle sensitive customer data.
• We also do reference checks, ideally with your most recent manager on the phone.
• We like to move quickly at Yonder, so we will be ready to onboard you once the above checks are complete - the entire process can take between 2 - 6 weeks.

We know that diverse teams build better products. If you’re from an under-represented community, we’d especially love to hear from you.

Even if you don’t feel 100% qualified, please do apply anyway. Your attitude and desire to grow are just as important as your experience.