24/7 SOS Hotline Guide — Crisis Relief & Trust Builder

Bunq B.V.; Turkey; Hybrid; TRY 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work schedule

€1500 learning budget

Flex Benefits €70/month

Digital Nomad program

Travel budget for offices

MacBook provided

Chef-prepared lunches

Private health insurance

Friday drinks

Job summary

bunq is seeking an SOS Hotline Support Guide to take ownership of urgent user interactions, ensuring safety and peace of mind. You’ll be the calm in the storm, guiding users from panic to a sense of security while connecting needs to internal processes.

Key responsibilities include mastering crisis de-escalation, troubleshooting complex issues, and delivering definitive resolutions, with a focus on maintaining composure and empathy in high-pressure situations.

Qualifications

• Close-to-native or native English communication skills.
• Experience in high-pressure environments like contact centers, tech support, or incident response.
• Background in fintech or financial services preferred.

Responsibilities

• Own and manage the 24/7 SOS Hotline as the first point of contact.
• De-escalate crises, provide calm, clear guidance, and restore user trust.
• Investigate problems, identify root causes, and deliver swift resolutions.

Skills

English proficiency

Crisis de-escalation

Analytical mindset

High-pressure support

Job description

bunq is seeking an SOS Hotline Support Guide to take ownership of urgent user interactions, ensuring safety and peace of mind. You’ll be the calm in the storm, guiding users from panic to a sense of security while connecting needs to internal processes.

Key responsibilities include mastering crisis de-escalation, troubleshooting complex issues, and delivering definitive resolutions, with a focus on maintaining composure and empathy in high-pressure situations.