Customer Support Associate (Condensed Hours)

About the role

Yonder, a financial membership company combining credit and debit cards, is hiring a Customer Support Associate for its Member Support team in Cardiff on a hybrid basis. The role covers member support on condensed shift patterns of three 11.5-hour shifts per week between Saturday and Monday, including bank holidays.

Key responsibilities

• Interact with members by call, chat and email, giving timely support with product knowledge and a personal touch.
• Review internal guides and FAQs and suggest improvements based on member interactions.
• Contribute to metrics, meet KPIs and share trends with the team and managers.
• Take part in Member Support syncs, discussing complex chats and running refresher sessions as the product evolves.

Required profile

• Able to commit to full-time hours on condensed shift patterns.
• Financial services experience in an early-stage start-up or fast-paced company, with escalation or investigation experience.
• Comfortable working calmly during busy peak periods, especially on chat.
• Strong background of working with customers; Intercom experience is a bonus.
• Owns customer problems from start to finish with a right-first-time approach, and is customer-obsessed.
• Self-starter who enjoys autonomy, as some shifts may be worked solo with limited support.

What we offer

• Annual starting salary of £24,182 to £25,434 and stock options of £15,148 to £17,928.
• 17 days holiday per year, private healthcare with Bupa, and a learning and training allowance of £750 per year.
• Team-building trips, quarterly socials and lunches, monthly team events, and a cycle-to-work scheme.

The interview process has four stages: a 30-minute intro call, a 45-minute technical task, a 60-minute values-based interview, and a background and references check, with decisions usually given within 24 hours of stage 2. Right-to-work, credit and criminal background checks are required.