Member Support Associate, Yonder
3 Month Fixed-Term Contract
£30k
+ £18K Equity
3 days a week in office
Credit and debit rewards cards
Job no longer available
Credit and debit rewards cards
101-200 employees
Job no longer available
£30k
+ £18K Equity
3 days a week in office
101-200 employees
Company mission
To empower people to build financially rewarding lives.
Role
Who you are
- You have financial services experience: There's a lot to learn and it'll set you up for even more success. We still encourage you to apply if you don't!
- Appreciate that chatting to our members comes first: Right now as we’re still small (but growing very quickly!), it’ll be expected of you to answer chats
- Comfortable working unsociable hours: We’re chat-based and work across these shift patterns: 8am-5pm, 9am-6pm, 1pm-10pm. Flexibility is highly important in this role as you'll be required to work some weekends
- Have a live-chat or email customer support background: We’re looking for someone with 1+ years of experience who is able to juggle multiple chats at once, effectively
- Have an “I’ll try, before escalating” 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
- You truly care: 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
- Have worked in a fast-paced environment: We don’t have a library of processes and we’re still figuring out what’s working for us and our team. You need to be comfortable and familiar with not having too much structure
What the job involves
- Our Member Support Manager, Rachel, is looking for a Member Support Associate who oozes customer obsessions and truly wants to be all-hands on deck helping deal with our member queries through chat
- Be a product expert and go above and beyond giving members the answers they’re looking for: You'll know the ins and outs of the product to be able to answer and resolve members' queries quickly
- Be a steward for the member: You’ll be there for the member, helping them through emergencies, triaging unrecognised transactions and more
- Be a voice for the member: With the chats you’ve dealt with, you’ll feedback to the Support team, Product and Design what you’ve been seeing which is always backed with data
- Create and maintain FAQs and processes: Our articles get thousands of views each month which means regular reviews are necessary, especially when our product is ever-changing! You’ll also be contributing to feeding back what is working within our processes and what needs tweaking
- Be active and present within our team syncs: Twice a week, Member Support get together and run re-refreshers on processes and talk through complex chats. As our product constantly evolves, so does our learning
Application process
- Stage 1: Intro call (30 mins):
- We'll have an initial Zoom call with you to find out more about you and to tell you more about us. This will be Smitha, our People Ops Associate
- Stage 2: Technical interview: We’ll present you with a scenario and role play and and see how you deal with them. (30 mins)
- Stage 3: We'll have two 60-minute interviews to learn more about how you work, ideally in the office. This will also be a great opportunity for you to meet the rest of the team! Interviews will be structured as follows:
- Experience interview: We’ll deep dive into your CV and talk about your past experiences. This will be with MC, Head of Ops & Strategy and Rachel, Member Support Manager
- Values interview: We want to learn more about how you work - we’ll ask you questions related to our principles (Our DNA). This will be one person from leadership and another member of our team
- There will be a 15 min comfort break between the two rounds ☕️
Salary benchmarks
Our take
Two of Yonder's founders moved to the UK from Australia and despite having a stable income and a mortgage back in Australia, struggled to access high-quality credit products. After realising this was the case for over 8.3M people in the UK, they wanted to make money rewarding and credit-empowering; thus, Yonder was born.
The company promises to offer a modern rewards credit/debit card with no foreign exchange fees, worldwide travel insurance, and more. The team has significant experience in this space, having worked for multiple years at ClearScore, one of the UK's largest consumer credit marketplaces. By prioritising the customer, not the bank, Yonder offers a highly appealing alternative to traditional credit card options.
Further, the company has secured significant additional funding to expand into new verticals and launch in new UK cities. And with paid and free membership options, Yonder is widening their market and making sure there's an option for everyone.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Sep 2024
$30.9m
EARLY VC
Apr 2023
$16.5m
SERIES A
Total funding: $75m
Company benefits
- 35 holidays a year (27 + 8 public holidays)
- £750 learning and training allowance every year
- Monthly team breakfast and social events
- Free breakfast, snacks, and stocked drinks fridge
- We’re office-first, based in Hoxton
- We pay 75-90th percentile in our industry, plus equity
- Cycle to work scheme
- Private Healthcare, including vision, dental & mental health
- Opportunity to try loads of restaurants across London
- 16 weeks enhanced parental leave
Company HQ
London, UK
Leadership
Tim Chong
(Co-Founder & CEO)Previously Head of Product at ClearScore, where they worked for 3 years. Prior to that, spent 6 years at Accenture where they were a Growth Strategy Manager & Australia Lead.
Harry Jell
(Co-Founder & CTO)Previously Lead Developer at ClearScore, where they spent 4 years. Prior to that, they spent 2 years at OpenMarket as a Software Developer.
Theso Jivajirajah
(Co-Founder & Chief Risk Officer)Previously Data Science Lead at ClearScore for 3 years. Prior to that, built up 10 years of experience in finance & credit at Commonwealth Bank, Deloitte, and Vanquis Bank.
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