Member Support Associate (1-10pm shift)

Yonder

Yonder

This job is no longer accepting applications

See open jobs at Yonder.
Customer Service
Remote · London, UK
Posted on Saturday, February 3, 2024

What’s Yonder?

“It's as if Time Out, Amex and Monzo had a baby” - Will T, Yonder Member

We’re building the financial membership of the future. Starting with a credit card that has fun and experiences at its core, we’re the antithesis to your dad’s stuffy, corporate, boring credit card.

Whilst tech is revolutionising the finance industry, credit is still stuck in the stone ages. We want to create a world where financial services are fair and conscious, and the stress of debt is eliminated for everyone.

We’ve just announced our £62.5M Series A raise and we’re backed by some of the best in the business and have attracted top talent from the likes of Monzo, Wise and ClearScore.

Sounds cool. What’s my part in this?

Over the last 24 months, we’ve grown from just an idea to a beautiful, fully regulated credit product that our members absolutely love - especially the support we provide them.

The Member Support function is at a stage where we’re going through exciting but challenging growing pains and our Member Support Manager, Rachel, is here to set you up for success.

We don’t have an enormous library of processes and our product is constantly ever-changing but if this is something that excites you and you want to pull up your sleeves and get involved in contributing to building a world-class function, you may just be a great fit!

📌 This will be remote based, and you will only work the 1-10 pm shifts. This will also include working 2 weekends a month. However, during your first 6 weeks of training, you’ll need to come into the office full-time.

What you’ll be doing

  • 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

You're a great fit if you

✅ 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 experience 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

You won’t be a great fit if you

👎 Are looking for complete structure. We’re a very small team and we make mistakes sometimes but we’re learning and growing!

👎 Are daunted by the idea of autonomy. Our team lean on one other with queries but some shifts you may be working solo with limited help.

👎 Want to be in a team where there’s a process for every query. We have a lot, but we haven’t covered the bases with everything.

👎 Aren’t a self-starter. We’ll always be here to give direction but we love to see how you tackle things with your own thinking first!

👎 If you're used to having a full knowledge hub to search and access to diagnose problems. Big part of this role is writing the playbook not using it.

What’s it like working at Yonder?

🏢 We’re office-first, remote-friendly

We’re based in our Old Street office, complete with a terrace, breakfast, coffee, dogs and plenty of comfortable space to do your best work.


🤍 We take a values lead approach

Our principles are incredibly important to us, so we recommend you check them out here: Our DNA


📚 We take development really seriously

We have a pretty structured process for progression, with fortnightly one-on-ones and quarterly peer perspectives. We also take some time at the end of each week to reflect and celebrate what we’ve learned and achieved.

What’s in it for me?

Depending on your skill set and what you can bring from day one, you’ll be looking at:

💰 £25,000 - £35,000 annual salary depending on experience

📈 £15,000 - £21,000 stock options

Plus

✈️ 35 holidays (27 days annual leave + 8 days public leave)

⛷ Regular team-building trips and activities

❤️‍🩹 Private healthcare with Aviva, including mental health, dental & vision cover

🐣 16 weeks enhanced parental leave for all parents after being with Yonder for 1 year

🐙 Financial coaching with Octopus Money

🧠 Learning & training allowance (£500/year) that you can use on books, courses, etc

🍳 Monthly team breakfast

⛳️ Monthly team events like Mini-golf, Escape Room, Cocktail making

🚴 Cycle-to-work scheme

☕️ Fresh pour-over coffee made by our very own CEO, Tim

What’s the interview process like?

We take the candidate experience really seriously, so we’ve made the process as transparent as possible. We also promise to be super responsive, and will never leave you wondering where you stand for weeks on end.

Here’s how it works:

  • 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 🤩
    If everyone’s happy, we’ll make you an offer to join us - YAY! 🎉 We hope to always give you a decision between each stage within 24 hours (where possible). We love closing the feedback loop at Yonder. You can expect specific feedback on our decision from Stage 2 onwards, and you can always ask for more. We must complete the right to work & criminal background checks for every new Yonder-er for compliance purposes because we handle sensitive customer data. We also do reference checks, ideally with your most recent manager on the phone. We like to move quickly at Yonder, so we will be ready to onboard you once the above checks are complete - the entire process can take between 2 - 6 weeks.

🌈 We know that diverse teams build better products. If you’re from an under-represented community, we’d especially love to hear from you.

👉 Even if you don’t feel 100% qualified, please do apply anyway. Your attitude and desire to grow are just as important as your experience.

This job is no longer accepting applications

See open jobs at Yonder.