Overview
Join to apply for the Customer Support Team Lead (Cardiff) role at Yonder
What’s Yonder? 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.
Sounds cool. What’s my part in this? We’re looking for a people and customer-focused team lead 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.
What You’ll Do
* 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?
* We’re office-first, remote-friendly. We’re coming to Cardiff soon, our new office in Brunel House is on the way. We’re in office at least 3 days a week, with everyone coming in on Mondays.
* During your first 6 weeks of training, you’ll need to come into the office full-time.
* 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 structured progression process with fortnightly one-on-ones and quarterly peer perspectives, plus weekly reflection and celebration of what we’ve learned.
What’s in it for me?
* £36,995 - £38,016 annual salary depending on experience + 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 after 1 year
* Learning & training allowance (£750/year)
* Cycle-to-work scheme
* We’re all customers of our own product so you can get a Yonder membership as well
Interview process
* Stage 1: Intro call (15-20 mins) with the hiring manager
* Stage 2: Experience & Technical Interview (In office) 90 mins with sub-stages for experiences and priorities
* Stage 3: Face-to-Face Values Interview (In office) 60 mins with two team members
* Stage 4: Reference checks and offer if everyone is happy; decision provided within 24 hours where possible
Other things to know
* We complete right to work and criminal background checks for compliance purposes because we handle sensitive customer data
* We also do reference checks with your most recent manager
* The onboarding process can take 2-6 weeks
* We value diversity and would love to hear from people from under-represented communities
* Even if you don’t feel 100% qualified, please apply. Attitude and willingness to grow are important
Cardiff, Wales, United Kingdom 3 weeks ago
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