Customer Support Associate

# Customer Support Associate (Cardiff)

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#### What’s [Employer hidden]?

*“It's as if Time Out, Amex and Monzo had a baby”* - Will T, [Employer hidden] 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.

[Employer hidden] 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’ve built a product that our members absolutely love - especially the support we provide them. What we’re looking for is looking someone who wants to join our team in delivering outstanding service, making sure that our members are always placed first.

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!

You’ll need to be highly flexible as this is a shift-based role where you’ll be required to work some weekends.

#### What you’ll do

You’ll be:

• Interacting with our members via calls, chats and email, offering world-class support in a timely manner whilst exercising the product knowledge you’ve gained and adding your own personal touch to build great rapport
• Constantly review our internal guides and FAQs looking for areas of improvement based on interactions you’ve been having on chat
• Contribute to our metrics ensuring that you’re playing your part to meet KPIs
• Feeding back trends to your team and managers
• 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 a great deal of flexibility. Shift patterns currently range from 7am-8pm, Monday to Sunday including bank holidays

✅ 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 a strong background of working with customers. We use Intercom, so that’ll be a bonus!

✅ Own customer problems from start to finish, focusing in on a right first time approach.

✅ 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 processes for every query. We have a lot, but we haven’t covered the basis 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!

#### What’s it like working at [Employer hidden]?

🏢 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 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:

💰 £26,869 - £28,259annual salary depending on experience

📈 £15,148 - £17,928 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

🐣 Up to 12 weeks enhanced parental leave after being with [Employer hidden] for 1 year

🧠 Learning & training allowance (£750/year) that you can use on books, courses, etc

🍳 Monthly team breakfast/lunch

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

🚴 Cycle-to-work scheme

#### 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: Intro call (60 mins):

You will have an initial Zoom call with Nazima to find out more about you and to tell you more about us.

Stage 2: Technical Task & Values based interview (90 mins):

This stage will be held in our office, and you’ll meet with the wider team

1. We’ll run through a live role play exercise where you’re the agent and we’re the member. This will take approximately 30 minutes.

2. This will be followed by a values based interview: We’ll 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. This will take approximately 60 minutes.

Stage 3: Following reference checks, ideally with a previous manager, 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 [Employer hidden]. 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, credit checks & criminal background checks for every new [Employer hidden]-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 [Employer hidden], 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

## About [Employer hidden]

Our mission is to empower people to build financially rewarding lives.

We've built an award-winning debit and credit rewards card that allows members earn points on everyday purchase to use on extraordinary travel, flights, dining, entertainment, wellness, and shopping experiences at premium and emerging brands worldwide, all with no FX fees and more.

Founded in
2021

Co-workers
50

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Member Support
·
Cardiff, UK

# Customer Support Associate (Cardiff)

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