Support Experience Guide

As a Support Experience Guide, you're the human expert who steps in when our AI agent Finn needs a helping hand. You don't just fix problems; you make our users feel heard and build trust that lasts. Every interaction isn't just a closed ticket, it's a lesson that makes Finn smarter for next time. Finn is smart, but you're the genius behind the curtain 🤖✨

Take Ownership:

• Make sure every user feels supported, understood, and never left behind: you'll take over escalated conversations that Finn (our AI assistant) hands off to a human.

• Get to the root cause of why users needed to reach out at all, and drive fixes that remove the underlying problem: not just close the ticket.

• Make Finn smarter after every interaction: spot where it fell short, and feed that back so the next Eva gets a better answer.

• You’re curious by nature: you look for ways to improve how things work, not just how to get through the queue.

• You’re calm under pressure, with a positive, solution-driven mindset when things get hectic.

• You're comfortable being measured on KPIs and performance metrics.

• You’re a teamplayer: steady, thoughtful, and proactive: the person others know they can count on.

• You’re fully and perfectly comfortable speaking and writing in English.

• You’re tech-savy and comfortable with new tools.

• You see AI as an opportunity to actively look for ways to use it to work faster and better.

• You’re available to cover morning, evening, and night shifts on weekdays, and on weekends.

Your space to perform

🤟 Great, international colleagues who share your mindset
👩‍💻 Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly.
📚 We support growth with bunq Academy and €1500 annual learning budget
🇧🇬 Flex Benefits: €70 monthly budget via Re: benefit, offering access to 150+ perks tailored to your lifestyle.
🧳 Digital Nomad Program: After your first year, enjoy up to 20 days per year to work while traveling, combining flexibility with strong team collaboration
🚀 We reward tenure with a dedicated travel budget: €1.5k after 2 years and €3k after 4 years to visit another core office.
💻 A MacBook so you can Get Shit Done with us
🥦 Delicious lunches from our fabulous in-house chefs with vegan and vegetarian options
⚕️ Private health insurance, just in case
🍻 Friday drinks and other celebrations - bunq style

All new hires are subject to Pre-employment Screening (PES), which includes checks conducted by our third-party partner, Zinc. This is part of our commitment to a secure and trustworthy workplace.

Curious to see how we make life easy? - try thebunq app, it only takes 5 minutes to sign up.