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.
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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
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Yonder. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Yonder before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Member Support Associate in Cardiff
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Yonder:Your cover letter is your chance to shine! Tell us why you want to work at Yonder specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Yonder!
How to prepare for a job interview at Yonder
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
