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 We give you the space and the tools you need to succeed 💪 🤟 Join forces with great colleagues across the globe to revolutionise banking 🌟 Make lasting impact by working on complex & exciting challenges 📚 Accelerate your career growth with bunq Academy and a 1500 EUR annual learning budget 🇧🇬 Flex Benefits: €70 monthly budget via Re: benefit, offering access to 150+ perks tailored to your lifestyle. 💻 A Macbook to keep with you while you're with us 👩‍💻 Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly 🧳 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. 🍪 Lunch and snacks at the office, vegan options included ⚕️ Private health insurance, just in case 🍻 Friday drinks, team events, 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 the bunq app, it only takes 5 minutes to sign up.