Member Support Associate

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. We want to create a world where financial services are fair and conscious, and the stress of debt is eliminated for everyone. We’ve raised an additional £23.4M in September 2024 to grow our team, launch even better rewards and fast-track our expansion outside the UK.

We’ve built a product that our members absolutely love - especially the support we provide them. Our Senior Member Support Manager, Rachel, is looking for someone who wants to join our team in delivering outstanding service, making sure that our members are always placed first. We don’t have an enormous library of processes and our product is constantly ever-changing but if this is something that excites you and you want to pull up your sleeves and get involved in contributing to building a world-class function, you may just be a great fit! You’ll need to be highly flexible as this is a shift-based role where you’ll be required to work some weekends.

What you’ll do:

• Chatting with our members, offering world-class support in a timely manner whilst exercising the product knowledge you’ve gained and adding your own personal touch to build great rapport.
• Constantly reviewing our internal guides and FAQs looking for areas of improvement based on interactions you’ve been having on chat.
• Contributing to our metrics ensuring that you’re playing your part to meet KPIs.
• Feeding back trends to your team and managers.
• Contributing and engaging in our Member Support syncs where we talk through complex chats and run re-refreshers on our processes.

As our product constantly evolves, so does our learning.

You’re a great fit if you:

• Have a great deal of flexibility. Shift patterns range from 7am-10pm, Monday to Sunday including bank holidays.
• Have financial services experience in either an early-stage startup or fast-paced company with some level of escalations or investigations experience.
• Are comfortable working in a place that moves quickly and can maintain working calmly during busy peaks in the month on chat.
• Have a strong background in live chat. We use Intercom, so that’ll be a bonus!
• Have a ‘try before you escalate’ mindset.
• Customer obsession. We’re a member-first company and our members truly matter.

You won’t be a great fit if you:

• Are looking for complete structure.
• Are daunted by the idea of autonomy.
• Want to be in a team where there’s a process for every query.
• Aren’t a self-starter.

What’s it like working at Yonder?

We’re office-first, remote-friendly. We’re based in our Old Street office, complete with a terrace, breakfast, coffee, dogs and plenty of comfortable space to do your best work. We ask you to come into the office at least 3 days a week, with everyone coming in on Mondays. During your first 6 weeks of training, you’ll need to come into the office full-time. 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?

• £25,000 - £35,000 annual salary depending on experience.
• £15,000 - £21,000 stock options.
• 35 holidays (27 days annual leave + 8 days public leave).
• Regular team-building trips and activities.
• Private healthcare with Vitality, including mental health, dental & vision cover.
• 16 weeks enhanced parental leave for all parents after being with Yonder for 1 year.
• Financial coaching with Octopus Money.
• Learning & training allowance (£500/year) that you can use on books, courses, etc.
• Monthly team breakfast/lunch.
• Monthly team events like Mini-golf, Escape Room, Cocktail making.
• Cycle-to-work scheme.
• Fresh pour-over coffee made by our very own CEO, Tim.

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. Here’s how it works:

• Stage 1: Hiring manager call (30 mins): You will have an initial Zoom call with Rachel to find out more about you and to tell you more about us.
• Stage 2: Technical interview (60 mins): We’ll run through a live role play exercise ran by our Senior Member Support Associate, Andreea, where you’re the agent and we’re the member. This will be completed virtually.
• Stage 3: Face-to-Face Interviews (2 x 60 mins): This stage will be held in our office, and you’ll meet with the team across two sessions (usually held on different days to give you a chance to recharge!). Experience interview: We’ll deep dive into your CV and talk about your past experiences. This stage will be with Rachel and MC, our VP Strategy & Operations. Values interview: We want to learn more about how you work - we’ll ask you questions related to our principles (Our DNA). This stage will be with two people from our wider team.
• Stage 4: Offer: If everyone’s happy, we’ll make you an offer to join us - YAY!

We hope to always give you a decision between each stage within 24 hours (where possible). 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.