Member Support Team Lead

Overview

What’s Yonder?

Yonder’re building the financial membership of the future with a credit card focused on fun and experiences, aiming to revolutionize financial services for fairness and transparency.

What’s my part in this?

The Senior Member Support Manager is looking for a customer-focused team leader to engage and develop Yonder's support associates. You'll oversee operations on Yonder's live chat platform, ensuring outstanding service, leading and coaching your team, and maintaining high performance.

Shift and Schedule:

• Shift patterns range from 7am-10pm, Monday to Sunday.
• Weekend availability is required.

Responsibilities include:

• Overseeing daily operations on live chat.
• Coaching associates through frequent QA and training sessions.
• Conducting 1-1 meetings for personal development.
• Handling edge-case queries as a point of escalation.
• Maintaining and updating documentation on Notion.
• Providing world-class support using product knowledge.

Ideal Candidate:

• Experience in managing a successful customer service team.
• Financial services experience, preferably in debit or credit cards.
• Data-driven with an eye for improvement.
• Flexible and calm under pressure.
• Passionate about customer service and member satisfaction.

Company Culture:

At Yonder, Yonder embrace a values-led approach, emphasizing personal development with structured progression, regular team events, and a supportive office environment.

What’s in it for me?

• Annual salary of £45,000 - £50,000 depending on experience.
• Stock options valued at £33,000 - £43,000.
• 35 days holiday, including public leave.
• Private healthcare with Vitality.
• 16 weeks enhanced parental leave.
• Learning allowance of £750/year.
• Regular team-building activities.

Interview Process:

• Intro call with the hiring manager.
• Case interview on technical skills.
• Face-to-face interviews with the team.
• Offer if all parties are satisfied.