24/7 SOS Hotline Support Guide — Crisis Resolver

bunq; Fatih; Hybrid; TRY 2,353,000 - 3,361,000; Full time

Benefits offered by this job

Hybrid work model

€1500 annual learning budget

Flex Benefits (€70 monthly)

Digital Nomad program

Travel budget after years

MacBook provided

In-house lunches with vegan options

Private health insurance

Friday drinks

Job summary

bunq is seeking an SOS Hotline Support Guide to own the 24/7 hotline, guiding users from panic to security with calm, clear communication. You will troubleshoot complex issues, escalate when needed, and connect urgent user needs with internal processes, maintaining empathy under pressure and protecting our users and system integrity.

This role requires nights, weekends and holidays on a rotating schedule in a hybrid setup.

Qualifications

• Native or near-native English required.
• Experience in high-pressure environments such as contact centers, technical support, or incident response within fintech/financial services preferred.
• Willingness to work a 24/7 shift schedule, including weekends, nights, and holidays.

Responsibilities

• Take immediate ownership of bunq's 24/7 SOS Hotline as the first point of contact and master crisis de-escalation.
• Troubleshoot complex problems to reach root cause and deliver swift, definitive resolutions.
• Connect urgent user needs with internal processes, ensuring a reassuring and efficient experience.
• Identify, analyze, and raise systemic issues to protect the user base and prevent future problems.
• Maintain unwavering composure and empathy in high-pressure, sensitive situations.
• Be curious and dig deep to uncover root causes rather than treating symptoms.
• Demonstrate clear, concise, and empathetic English communication.

Skills

Crisis de-escalation

Troubleshooting

Empathy under pressure

Clear communication

Ownership mindset

Incident response experience

English proficiency

Tools

CRM systems

Job description

bunq is seeking an SOS Hotline Support Guide to own the 24/7 hotline, guiding users from panic to security with calm, clear communication. You will troubleshoot complex issues, escalate when needed, and connect urgent user needs with internal processes, maintaining empathy under pressure and protecting our users and system integrity.

This role requires nights, weekends and holidays on a rotating schedule in a hybrid setup.