Support Experience Guide

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

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 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.