Customer Support Associate – Condensed Hours

Yonder

Customer Support Associate supporting Yonder’s debit and credit rewards membership via calls, chats, and email. Resolving issues, meeting KPIs, and improving member-support processes.

Posted 9/7/2026full-timeCardiff • 🇬🇧 United KingdomJuniorMid-Level💰 £24,182 - £25,434 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support within financial services, focusing on effective communication and problem resolution. Capable of analyzing member interactions to improve service quality and meet performance metrics.

Highest-signal resume keywords

Financial Services ExperienceCustomer SupportIntercom ExperienceEscalation ExperienceKPI Achievement

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

Customer ObsessionRapport BuildingCalm Under PressureTimely SupportFeedback Provision

Tools & Technologies

Intercom

Certifications & Qualifications

Right-To-Work CheckCredit CheckCriminal Background Check

Industry Keywords

Early-Stage Start-UpFast-Paced EnvironmentMember SupportInternal GuidesFAQs

About the role

Key responsibilities & impact

Interact with members via calls, chats and email
Offer world-class support in a timely manner using product knowledge and a personal touch
Build great rapport with members
Review internal guides and FAQs and identify areas for improvement based on member interactions
Contribute to metrics, meet KPIs and provide feedback on trends to the team and managers
Participate in Member Support syncs
Discuss complex chats and run refresher sessions as the product evolves

Requirements

What you’ll need

Able to commit to full time hours on condensed shift patterns; 3x 11.5 hour shifts per week between Saturday and Monday, including bank holidays
Financial services experience in an early-stage start-up or fast-paced company
Escalation or investigation experience
Ability to work calmly during busy peak periods, especially on chat
Strong background of working with customers
Intercom experience is a bonus
Own customer problems from start to finish, focusing on a right-first-time approach
Customer-obsession-driven and passionate about helping members
Must complete right-to-work, credit checks and criminal background checks
Reference checks are conducted, ideally from a recent manager via phone

Benefits

Comp & perks

£15,148 - £17,928 stock options
17 days holiday per calendar year (195.5 hours)
Regular team-building trips and activities
Private healthcare with Bupa, including mental health, dental and vision cover
Learning & training allowance (£750/year) for books, courses, etc.
Quarterly office socials
Quarterly office lunch/dinner
Monthly team events such as Mini-golf, Escape Room, cocktail making
Cycle-to-work scheme