Member Support Associate

Yonder
Cardiff
Workplace: HybridFull timeGBP 26,869 - 28,259 annuallyFunction: Product ManagementSkills: ["Communication","Customer obsession","Ownership","Problem solving","Calm under pressure"]

Provide world-class support to Yonder members via calls, chats, and email, combining product knowledge with a personal, member-first approach. Review internal guides and FAQs to improve based on member interactions, contribute to KPIs, and participate in Member Support syncs to handle complex conversations and refresher training as the product evolves. Own issues with a right-first-time mindset while maintaining performance on chat and shift schedules.

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FursaFursa
Yonder
Yonder
1 day ago

Member Support Associate

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Provide world-class support to Yonder members via calls, chats, and email, combining product knowledge with a personal, member-first approach. Review internal guides and FAQs to improve based on member interactions, contribute to KPIs, and participate in Member Support syncs to handle complex conversations and refresher training as the product evolves. Own issues with a right-first-time mindset while maintaining performance on chat and shift schedules.
Location: Cardiff
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Entry level

Key Responsibilities

  • •Deliver member support through calls, chats, and email with timely, world-class assistance and strong product knowledge.
  • •Continuously improve internal guides and FAQs using insights from member interactions.
  • •Track and contribute to metrics to meet KPIs and share trends with the team and managers.
  • •Participate in Member Support syncs to resolve complex chats and support ongoing refresher sessions.
  • •Handle customer problems end to end with a right-first-time approach.

Pay and Benefits

Salary: GBP 26,869 - 28,259 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLearning BudgetPaid Leave

Key Requirements

  • •Interact with members via calls, chats, and email, offering timely world-class support with product knowledge and a personal touch.
  • •Review internal guides and FAQs and identify improvement areas based on member interactions.
  • •Contribute to metrics and meet KPIs, feeding back trends to your team and managers.
  • •Engage in Member Support syncs to discuss complex chats and run refresher sessions as the product evolves.
  • •Be able to commit to full-time hours on flexible shift patterns (5x 9-hour shifts, Monday–Sunday, including bank holidays).
Skills:CommunicationCustomer obsessionOwnershipProblem solvingCalm under pressure
Tech Stack:Intercom

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Yonder
Yonder is a UK challenger rewards card and financial membership offering debit and credit cards that earn points redeemable for curated dining, travel and lifestyle experiences, targeting expats and young professionals.
Industry: Payments
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Valuation: USD 100M to 250M
Funding: Series A
Headquarters: London, United Kingdom
Founded: 2020
Glassdoor
Glassdoor: 4.1
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