SOS Hotline Support Guide

Bunq; Fatih; Hybrid; TRY 2,353,000 - 3,641,000; Full time

Benefits offered by this job

bunq Academy

€1500 annual learning budget

Flex Benefits: €70 monthly budget via

Digital Nomad Program: up to 20 days/​

MacBook

Private health insurance

Friday drinks

Job summary

bunq is hiring an SOS Hotline Support Guide to own the most urgent user interactions, ensuring safety and peace of mind in crises. You’ll be the first contact on our 24/7 SOS Hotline, using calm, structured analysis to troubleshoot and resolve issues quickly.

You will connect urgent needs with internal processes, escalate systemic issues, and maintain unwavering composure under pressure. A background in contact centers or fintech support is preferred, with near-native English and a readiness to

Qualifications

• Experience in high-pressure support environments is preferred.
• Ability to take ownership and manage urgent user interactions.
• Strong analytical and investigative skills to identify root causes.

Responsibilities

• Own the 24/7 SOS Hotline interactions and guide users from panic to security.
• Troubleshoot escalations and deliver swift, definitive resolutions.
• Connect urgent needs with internal processes and protect users from systemic issues.

Skills

Calm under pressure

Crisis de-escalation

First contact on hotline

Analytical troubleshooting

Native/near-native English

Fintech/finance support experience

Tools

CRM/Support tools

Job description

At bunq, we're not just building a bank; we're reshaping how people experience financial freedom. We believe that when our users face an urgent situation, they deserve immediate, reliable support that provides total peace of mind. As an SOS Hotline Support Guide, you'll be the calm in the storm, embodying our philosophy by taking ownership, cutting through confusion, and restoring trust when it matters most.

Take Ownership

As an SOS Hotline Support Guide, you will play a critical role in managing our most urgent user interactions, ensuring their safety, security, and peace of mind. You won't just follow a script; you'll be a lifeline. Take immediate ownership of our 24/7 SOS Hotline, acting as the first point of contact and mastering crisis de-escalation to guide users from panic to a feeling of security. Serve as the single source of truth by using strong analytical and investigative skills to troubleshoot complex problems, get to the root cause, and deliver swift, definitive resolutions. Seamlessly connect urgent user needs with our internal processes, ensuring a reassuring and efficient experience without exposing the complexity behind the scenes. Identify, analyze, and elevate systemic issues you encounter, acting as our first line of defense to protect our entire user base and prevent future problems.

• - You maintain unwavering composure and empathy in high-pressure, sensitive situations, acting as a stable and reassuring presence for users in distress.
• - You are a natural at turning friction into flow.
• You have a background in handling sensitive and urgent issues with a calm and structured approach.
• - You are naturally curious and adept at digging deep to uncover the root cause of an issue, not just treating the symptoms.
• - You have a close-to-native or native command of English. Your communication is clear, concise, and empathetic.
• - You have prior experience in a high-pressure environment like a contact center, technical support, or an incident response team, preferably within fintech or financial services.
• - You are ready to work on a 24/7 shift schedule, including weekends, nights, and holidays.

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.