Member Support Associate, Yonder
£25-35k
Plus £15,000 - £21,000 stock options
More information about location
3-5 days a week in office (Old Street, London)
Credit and debit rewards cards
Job no longer available
Credit and debit rewards cards
101-200 employees
Job no longer available
£25-35k
Plus £15,000 - £21,000 stock options
More information about location
3-5 days a week in office (Old Street, London)
101-200 employees
Company mission
To empower people to build financially rewarding lives.
Role
Who you are
- You’ll need to be highly flexible as this is a shift-based role where you’ll be required to work some weekends
- 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
- Have a great deal of flexibility.
- 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
What the job involves
- Offering world-class support to our members in a timely manner whilst using your product knowledge expert and your own personal touch to build great rapport
- Digging into edge-case queries to reach an outcome for our members with the knowledge you’ve gained
- Keeping on top of our processes and guides on Notion and providing feedback on what’s working and what isn’t
- Feeding back trends you’ve seen to the team and relevant product squads
- 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
Application process
- Stage 1: Hiring manager 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
- 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
- Stage 3: Face-to-face interview (2 hours):
- Two 60-minute interviews to learn more about how you work. This will also be a great opportunity for you to meet the rest of the team so we would love it if you can come into the office for it! Interviews will be structured as follows:
- Experience interview: We’ll deep dive into your CV and talk about your past experiences. This stage will be with Rachel, Member Support Manager & MC, Head of Ops & Strategy
- 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
- We’ll also include a 15-minute comfort break ☕️
- Stage 4: Offer 🤩
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
$31.4m
EARLY VC
Apr 2023
$16.8m
SERIES A
Total funding: $76.2m
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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