Member Support Associate

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.

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

Sounds cool. What’s my part in this?

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

You’ll be:

• 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 review our internal guides and FAQs looking for areas of improvement based on interactions you’ve been having on chat
• Contribute 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 start up 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. We want someone who’ll type their thoughts up when they’re tackling a difficult query from a member as opposed to asking immediately for help without trying

Customer obsession. We’re a member-first company and our members truly matter. We obsess over them and it needs to be visible that you’re passionate about helping them too

You won’t be a great fit if you

Are looking for complete structure. We’re a very small team and we make mistakes sometimes but we’re learning and growing!

Are daunted by the idea of autonomy. Our team lean on one other with queries but some shifts you may be working solo with limited help

Want to be in a team where there’s a processes for every query. We have a lot, but we haven’t covered the basis with everything

Aren’t a self-starter. We’ll always be here to give direction but we love to see how you tackle things with your own thinking first!

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 in to 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 lead 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?

Depending on your skill set and what you can bring from day one, you’ll be looking at:

£25,000 - £35,000 annual salary depending on experience

£15,000 - £21,000 stock options

Plus

️ 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

We’re all customers of our own product so you can get a Yonder membership as well

️ 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.