At a Glance
- Tasks: Provide outstanding support to our members via calls, chats, and emails.
- Company: Join Yonder, a forward-thinking financial membership company revolutionising banking.
- Benefits: Enjoy competitive salary, stock options, 35 holidays, and private healthcare.
- Other info: Great opportunities for career development and fun team-building activities.
- Why this job: Be part of a dynamic team that values your input and growth.
- Qualifications: Experience in customer service and flexibility for shift work required.
The predicted salary is between 22869 - 28259 £ per year.
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.
#J-18808-Ljbffr
Member Support Associate in Cardiff employer: Yonder
At Yonder, we pride ourselves on being an excellent employer that values creativity and collaboration in our Shoreditch office. Our vibrant work culture encourages innovation, with ample opportunities for professional growth through regular training allowances and engaging team-building activities. With a competitive salary, stock options, and a focus on employee well-being, including private healthcare and generous parental leave, we ensure that our team members feel valued and motivated to contribute to our mission of transforming the financial experience for our members.
StudySmarter Expert Advice🤫
We think this is how you could land Member Support Associate in Cardiff
✨Tip Number 1
Get to know Yonder inside out! Familiarise yourself with their values and the product. When you chat with them, show that you’re genuinely excited about what they do and how you can contribute.
✨Tip Number 2
Practice your customer support skills! Since this role is all about member interaction, try role-playing different scenarios with a friend. This will help you feel more confident when it comes to the real deal.
✨Tip Number 3
Be ready to showcase your flexibility! Yonder loves a self-starter who can adapt to change. Share examples from your past where you’ve thrived in a fast-paced environment or tackled unexpected challenges.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Member Support Associate in Cardiff
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for helping members shine through. We want to see that you genuinely care about providing outstanding support and making our members feel valued.
Tailor Your Application:Make sure to customise your application to reflect how your experience aligns with the role. Highlight any relevant financial services experience or customer support roles you've had, especially in fast-paced environments like ours.
Be Yourself:We love authenticity! Don’t be afraid to let your personality come through in your writing. We’re looking for someone who can build rapport with our members, so show us who you are and how you connect with people.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quickly. Plus, it shows you're keen to join our team!
How to prepare for a job interview at Yonder
✨Know Your Product Inside Out
Before your interview, make sure you understand Yonder's product and how it stands out in the financial services market. Familiarise yourself with its features, benefits, and the unique rewards system. This will help you demonstrate your passion for the product and show that you're ready to provide top-notch support to members.
✨Showcase Your Customer Obsession
During the interview, share specific examples of how you've gone above and beyond for customers in previous roles. Highlight your ability to build rapport and solve problems effectively. Remember, Yonder is all about putting members first, so let your passion for customer service shine through!
✨Embrace Flexibility and Autonomy
Yonder values flexibility and self-starters, so be prepared to discuss how you've thrived in dynamic environments. Share experiences where you've adapted to change or taken initiative without a strict process. This will show that you're a great fit for their fast-paced, evolving team.
✨Prepare for Role Play Scenarios
Since part of the interview involves a role play exercise, practice handling customer queries in a calm and effective manner. Think about how you'd approach common issues and how to communicate clearly. This will help you feel more confident and showcase your problem-solving skills during the interview.
