Escalations Team Lead

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. Starting with a credit card that has fun and experiences at its core, we’re the antithesis to your dad’s stuffy, corporate, boring credit card.

Whilst tech is revolutionising the finance industry, credit is still stuck in the stone ages. We want to create a world where financial services are fair and conscious, and the stress of debt is eliminated for everyone.

We've raised an additional £23.4M in September 2024 to grow our team, launch even better rewards and fast-track our expansion outside the UK 🎉

Sounds cool. What’s my part in this?

Over the last year we've added a free membership tier, hundreds of new independent partners around the country, countless product improvements and our personal favourite, Yonder Flights, a new way to use Yonder points on any flight with any airline globally. We've maintained a 4.5 TrustPilot rating and are the number one ranked credit card with Smart Money People. Our customers really love us (and we love them back... hi!).

Over the last 24 months, we’ve grown from just an idea to a beautiful, fully regulated credit product that our members absolutely love - especially the support we provide them.

The Member Champion Squad continues to grow and we’re looking for an Escalations Team Lead to help us scale world-class support as we grow.

This is a London based, player-coach role leading escalations across complaints, merchant dispute chargebacks, and payment operations. You’ll set the standard for speed and quality, coach the team through tricky judgement calls, and build the processes and reporting that help us learn from escalations and reduce them over time.

A great candidate would have strong Mastercard chargeback experience (including the full network lifecycle), confidence distinguishing fake vs legitimate chargebacks, and comfort advising others on chargeback questions. Bonus points if you’ve worked with regulated complaints, supported FOS escalations, or have good awareness of payment systems.

What you’ll do

• Lead and develop the Escalations team

  Coach and support your team across Complaints, Merchant Chargebacks, and Payment Operations so members get fair outcomes at the right speed.

• Own escalations delivery and service levels

  Run day-to-day queue management, triage, and quality monitoring so members get the service they need within a reasonable timeframe, even when volumes spike.

• Be the player-coach on complex cases

  Provide direct support on the most complex or sensitive complaints, chargebacks, and payment ops cases, stepping in where judgement, tone, or evidence requirements need leadership input.

• Lead our Mastercard chargeback approach

  Act as the in-house expert on Mastercard chargebacks, including scheme lifecycle handling, evidence standards, and spotting fake vs legitimate claims. Advise teams across the business on chargeback questions and best practice.

• Support regulated complaints and FOS readiness

  Ensure complaint handling is consistent and evidence-backed, support FOS escalations where needed, and maintain strong standards in case files, timelines, and outcomes.

• Drive continuous improvement through data

  Collect and manage complaints, mastercard and other escalations data, produce insightful reporting, run root cause analysis, and turn insights into fixes across process, training, tooling, and product improvements.

You're a great fit if you

✅ Have strong Mastercard chargeback experience. You understand the Mastercard dispute lifecycle, what good evidence looks like, and how to make confident calls. You can distinguish fake/first-party chargebacks from legitimate disputes and help others do the same.

✅ Are a natural coach and motivator. You enjoy helping others grow, sharing feedback, and building confidence across your team.

✅ Think operationally and act strategically. You can balance day-to-day queue leadership with improving systems, processes, and outcomes through continuous improvement.

✅ Communicate with empathy and precision. You’re clear, calm, and consistent, especially when cases are complex, emotional, or high stakes.

✅ Are comfortable with regulated complaints and escalation standards. You understand the importance of fair, well-evidenced outcomes, strong case files, and good decision records. Experience supporting FOS escalations is a bonus.

✅ Thrive in a fast-paced environment. You stay organised and composed when priorities shift, and you can keep your team aligned through change.

You won’t be a great fit if you

👎 Prefer leadership without being hands-on. This is a player-coach role. You’ll be expected to support complex work directly and set the standard through action.

👎 Avoid data and continuous improvement. We need someone who enjoys using trends, reporting, and root cause analysis to make things better, not just working the queue.

👎 Struggle with ambiguity or judgement calls. Escalations are rarely black and white. You’ll need to make confident decisions and help your team do the same.

What’s it like working at Yonder?

🏢 We’re office-first, remote-friendly

We’re based in our Hoxton office, complete with a terrace, breakfast, coffee (from a barista), dogs, beer taps and plenty of comfortable space to do your best work. We ask you to come into the office at least 3 days a week, with everyone coming in on Mondays.

🤍 We take a values-led 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:

💰 £45,361 - £49,197 annual salary depending on experience

📈 £33,987 - £41,659 stock options

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 Vitality, including mental health, dental & vision cover

🐣 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

☕️ Fresh pour-over coffee made by our very own CEO, Tim

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 (45 mins):

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

• Stage 2: Technical interview (75 mins):

Format: In person (London)

Who it’s with: Antony and another member of the team

What we’ll cover:

• Escalations assessment: a complaint review, a Mastercard non receipt chargeback, and a short prioritisation/triage exercise. You’ll talk through your approach, the evidence you’d gather, what you’d say to the member, and brief coaching notes for the associate.

• Q&A: your questions and any follow-ups.

• Stage 3: Values interview (60 mins):

  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 people from our wider team.

• Stage 4: We always complete reference checks at this stage - ideally with a previous manager and a peer over the phone

• Stage 5: Offer 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 Yonder. You can expect specific feedback on our decision from Stage 2 onwards, and you can always ask for more.

• We must complete right to work & criminal, politically exposed persons, and default to credit notice background checks for every new Yonder-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 Yonder, 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.