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 the bunq app, it only takes 5 minutes to sign up.