Senior Member Support Manager

the team has what it needs to do great work consistently. Drive performance without driving up costs: We want to deliver a world-class member experience, but we're not going to hire our way there. You'll set the metrics that matter, build the coaching and feedback loops to hit them, and find ways to improve the experience we deliver without it always meaning more headcount or more spend. Run the Cardiff office: As the most senior person on the ground in Cardiff, you'll set the tone for the office more broadly, across frontline support, fraud and financial crime, and collections. This goes beyond just numbers, to culture, energy, and making our Cardiff office feel like a place people actually want to work. Use AI and automation thoughtfully: There's a real opportunity to reduce manual effort and improve the experience for members through better tooling and automation. But we've learned that bringing things in just because they're shiny doesn't work. You'll take a critical eye to anything we adopt, make sure it has a clear ROI, and ensure

the team is using it because it genuinely helps, not just because it's there. Stay hands-on and close to our members: This role isn't one where you manage from a distance. You'll spend real time in the queues, speak to members directly, and stay close enough to the work to know what's actually going on. You'll bring those insights back into the business and be a credible voice for the customer in conversations with product, compliance, and other teams. You're a great fit if you ✅ Move at pace: We move quickly and we don't run decisions through committees. We'd rather ship a small improvement this week than spend a month perfecting a bigger one. If you're used to moving fast and backing your own judgment, you'll fit right in. ✅ Have done this kind of thing in a startup before: We’re not a big operation with a big support budget. You’ll have to be scrappy, creative, and figure out things as you go - and you should have experience doing this well. ✅ Know how to get the best out of a team you've inherited: You're not walking into a blank slate. You'll need to build trust quickly, understand the people you're working with, and bring out the best in them. ✅ Are happy to roll your sleeves up, indefinitely: We intentionally run a lean team with limited supporting functions. You'll need to be just as comfortable jumping in to resolve a tough customer issue yourself as you are managing long-term planning. This role is extremely hands on, and you’ll be in the detail for as long as you’re in it. ✅ Care about people and performance: You know it’s possible to build a high-achieving team that’s also highly supportive. You know how to coach people to reach both their targets and their potential. You won’t be a great fit if you 👎 Come from large contact centre environments and want to run things that way: We’re a small team and we move quickly. You should be comfortable without a large operation or supporting functions behind you. 👎 Want to be hands off or focused on strategy: We’re a lean team, and you’ll be expected to get hands-on, whether that’s handling a tricky support case or digging into queue data. This role is extremely hands on, and will be for the entire time you’re in it. 👎 Think “support” means keeping things ticking over: We’re looking for someone who sees support as a core part of our product, not just a team that answers questions. 👎 Struggle to balance empathy with accountability: We care deeply about our people, but we also set high standards. You’ll need to hold both at once, and lead by example. What’s it like working at Yonder? 🏢 We’re office-first, remote-friendly We expect everyone to come in to the office at least 3 days a week, with everyone coming in on Mondays. As this role will be the most senior role in our Cardiff ( C12 Cardiff) office, we expect you to be in the office at least 4 days each week. 🤍 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. Plus ✈️ 35 holidays (27 days annual leave + 8 days public leave) ⛷ 2x team-building offsites per year (1 in the UK, 1 abroad) ❤️‍🩹 Private healthcare with Bupa 🐣 Up to 12 weeks enhanced parental leave after being with Yonder for 1 year 🧠 Learning & training allowance (£750/year) that you can use on books, courses, etc 🍳 Regular team breakfasts and lunch ⛳️ Regular team events like Mini-golf, Escape Room, Cocktail making 🚴 Cycle-to-work scheme What’s in it for me? Depending on your skill set and what you can bring from day one, you’ll be looking at: 💰 £66,517-75,746 annual salary depending on experience 📈 £64,210-78,055 stock options 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 (45 mins) : You’ll have an initial call with MC to find out more about you and to tell you more

about us. Stage 2: Case study (60 mins) : We'll work through a live case study during this interview to go over your technical skills. Materials and questions will be shared in advance. This round will be virtual, with Tim (our CEO) and MC. Stage 3: Experience interview (60mins) Experience interview (60min): We’ll use this session to dive further into your CV - particularly how you’ve setup customer support to work effectively with other teams, and how you approach coaching and developing your team members. Stage 4: On-site interview (2.5 hours) Coffee chats with 2-3 team members (20min each): We already have a great support team in place across both Cardiff and London. You’ll have the chance to meet some of our current team members, to get direct insight on our current challenges and opportunities in

the team. Values interview (60min): 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 members of our wider team. Stage 5: References We complete reference checks as the final part of our process - these are a final check from our side but also help us learn more about you, your strengths, and your development areas so that we can best set you up for success if you do join. In this case we’d want to talk to a previous manager and a previous direct report on the phone. Stage 6: Offer : If everyone’s happy, we’ll make you an offer to join us. We hope to always give you a decision between each stage within 24 hours (where possible).

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