Member Support Associate

About the role

Yonder, a financial membership company building a credit card focused on experiences, is hiring a Member Support Associate in Cardiff. The role involves supporting members through calls, chats and email, reviewing internal guides and contributing to team metrics. The Cardiff office is central with good transport links, and the team works in the office three days a week (Monday, Wednesday and Thursday); the first six weeks require daily attendance, then hybrid working is allowed.

Key responsibilities

• Interact with members by call, chat and email, giving timely, knowledgeable support with a personal touch.
• Review internal guides and FAQs and look for improvements based on member interactions.
• Contribute to metrics, meet KPIs and feed back trends to 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 flexible shift patterns: five 9-hour shifts per week, Monday to Sunday, including bank holidays.
• Customer-focused, able to own problems from start to finish with a right-first-time approach.
• Comfortable working calmly during busy peak periods, especially on chat.
• Experience in financial services within an early-stage start-up or fast-paced company is not required.

What we offer

• Annual starting salary of £26,869 to £28,259 and stock options worth £15,148 to £17,928.
• 35 holidays (27 days annual leave plus 8 days public leave).
• Private healthcare with Bupa, including mental health, dental and vision cover.
• Learning and training allowance of £750 per year.
• Team-building trips, quarterly office 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 specific feedback given from stage two onwards. Right to work and criminal background checks are required, and the whole process takes 2 to 6 weeks.