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. One that works for how you live now. Not how your parents banked in the ‘90s.

Yonder combines credit and debit in one membership, designed to be fair, flexible, and actually enjoyable to use. No confusing terms. No dusty points system. Just rewards that actually feel rewarding - from bao to beer to a boarding pass.

We raised £23.4M in September 2024 to grow the team, launch even better rewards, and expand beyond the UK. If that sounds good to you, you’ll probably like it here. 🎉

Sounds cool. What’s my part in this?

We’re looking for a people and customer-focused team leader to help lead and develop our support associates as we scale. You’ll be responsible for keeping a high-performing team engaged whilst maintaining our current metrics.

Our shift patterns range from currently 7am-8pm (but this could change) Monday to Sunday including bank holidays. We believe that staying close with our members is a priority so you’ll be expected to do some live interactions which means being flexible is a must as you’ll be required to work some weekends.

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!

What you’ll do

You’ll be:

• Overseeing the day-to-day operations of your team, ensuring that they’re delivering outstanding service
• Leading, coaching and motivating the associates within your team by providing frequent QA coaching, targets and training/refresher sessions making sure they’re continuously set up for success
• Having frequent 1-1’s to keep track of their own personal development goals
• Digging into edge-case queries to reach an outcome for our members with the knowledge you’ve gained as a point of escalation for your team and others within support to help reach a solution
• Keeping on top of our processes and guides on our knowledge base and taking ownership to make amendments or create new documentation where necessary
• Offering world-class support to our members in a timely manner whilst using your expert product knowledge and your personal touch to build great rapport

You're a great fit if you

✅ Have financial services experience in a fast-paced company. A bonus if it’s within the debit or credit card space

✅ Analyse data and quickly identify areas for improvement

✅ 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

✅ Can work with other teams to help drive success within your team

✅ Are comfortable working in a place that moves quickly and can maintain working calmly during busy peaks in the month on chat

✅ Have a great deal of flexibility. Shift patterns currently range from 7am-8pm, Monday to Sunday including bank holidays

You won’t be a great fit if you

👎 Aren’t a self-starter. We’ll give you all the context and support you need but would love to see how you shine!

👎 Think measures aren’t important and don’t use data to make informed choices

👎 Don’t want to embrace the growing pains and challenges together. We're still in the building phase so all ideas are welcome!

👎 Are daunted by the idea of autonomy

👎 Haven’t got experience working with multiple customer service channels (calls, chats, email).

👎 Aren’t flexible as some weekend work is a requirement

What’s it like working at Yonder?

Join us at Yonder, where every day is an opportunity to make a difference in the world of fraud prevention and data analysis. We can't wait to welcome you to our enthusiastic and customer-centric team!

🏢 We’re office-first, remote-friendly

We’re coming to Cardiff soon, our new office is on the way**. We’re in office at least 3 days a week, with everyone coming in on Mondays.** Our team works between 7am and 8pm, across weekdays and weekends.

🤍 We take a values-led 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:

💰 Competitive salary with stock options

Plus

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

⛷ Regular team-building trips and activities

❤️‍🩹 Private healthcare with Vitality, 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 (£750/year) that you can use on books, courses, etc

🚴 Cycle-to-work scheme

💳 We’re all customers of our own product so you can get a Yonder membership as well

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 (90 mins):
  An initial call with the Paul Ford and another team member to get a flavour of the role and if it will be the right fit for you and equally if you’ll be the right fit for Yonder.
  An interview to understand your experience along with a prioritisation task.
• Stage 3: Face-to-Face Values Interview (60 mins)
  This stage will be held in our Cardiff office, and you’ll meet with the team across a values-focused 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.
• Stage 4: We’ll also do a reference check - ideally with a previous manager on the phone.
• Stage 5: 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).

Other things to know:

• 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.

Department

Member Support

Locations

Cardiff, UK

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