Job Opportunities API

What’s Yonder? “It's as if Time Out, Amex and Monzo had a baby” - Will T, Yonder 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. 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. If that sounds good to you, you’ll probably like it here. 🎉 Sounds cool. What’s my part in this? We launched our Cardiff operations hub in late 2025, and since then have grown to nearly 20 team members across frontline support, fraud and financial crime, and collections. Now that the team is in place, our VP Strategy & Operations MC is looking for a Senior Manager to lead the team through what comes next: getting performance where we want it to be, building a culture that people feel proud of, and making sure the experience we deliver to members is genuinely excellent, not just fine. You’ll be directly leading our frontline support team across London, Cardiff, and South Africa, and as the most senior person on the ground in Cardiff, will also set the tone for the office more broadly. It's a real leadership role, but not a removed one. We're looking for a hands-on builder, someone who's just as comfortable jumping into a member conversation or redesigning a workflow as they are coaching their team or thinking about where we need to be in 12 months. The other thing worth saying upfront: we're not a big bank, and we don't have big bank budgets. We do want to deliver a best-in-class support experience, and we believe that's possible without spending like one. But it does mean you'll need to be creative, resourceful, and comfortable doing a lot with a little. If that sounds frustrating, this probably isn't the right role. If it sounds like a fun challenge, keep reading. What you’ll do Own the frontline support teams across Cardiff, London, and South Africa: You'll be directly responsible for the performance, culture, and day-to-day running of our frontline support teams across three locations. That means setting clear expectations, building the right structures, and making sure 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 a senior leader in Cardiff, you'll help 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 quickl