Support Experience Architect (Hybrid + Learning Budget)

Bunq; Fatih; Hybrid; TRY 391,000 - 580,000; Full time

Benefits offered by this job

Learning budget €1500 yearly

Digital Nomad Program benefits

MacBook provided

Private health insurance

Friday social events

Job summary

bunq seeks a Support Experience Guide to handle escalations and improve AI-driven support. You will own customer conversations, uncover root causes, and implement fixes to prevent repeat issues while feeding learnings back to improve Finn.

You’ll collaborate with a global team, maintain high standards, and adapt to evolving tools and KPIs. Expect hybrid work after an initial in-office period, with mornings to nights shifts across weekdays and weekends.

Qualifications

• Comfortable speaking and writing in English.
• Proactive in root-cause analysis and problem solving.
• Experience with escalated conversations and handoffs.
• KPI-driven with tracking of performance metrics.

Responsibilities

• Take over escalated conversations from the AI agent and resolve issues.
• Identify root causes and drive fixes to prevent reoccurrence.
• Provide feedback to improve AI responses for future users.
• Collaborate with teammates to maintain a high-quality user experience.

Skills

English fluency

Escalation handling

Root cause analysis

KPI mindset

Team player

Tools

CRM tools

AI-assisted tooling

Job description

bunq seeks a Support Experience Guide to handle escalations and improve AI-driven support. You will own customer conversations, uncover root causes, and implement fixes to prevent repeat issues while feeding learnings back to improve Finn.

You’ll collaborate with a global team, maintain high standards, and adapt to evolving tools and KPIs. Expect hybrid work after an initial in-office period, with mornings to nights shifts across weekdays and weekends.