Support Experience Guide

bunq; Fatih; Hybrid; TRY 60,000 - 96,000; Full time

Benefits offered by this job

€1500 annual learning budget

Flex Benefits: €70 monthly budget via

Digital Nomad Program: up to 20 days/€

Job summary

bunq is seeking a Support Experience Guide to handle escalations from Finn and to ensure users feel heard and supported. You will identify root causes, drive fixes, and feed learnings back to improve AI performance.

You thrive under pressure, are KPI‑driven, and collaborate with a diverse international team. You will work in a hybrid setup after an initial in‑office period, enjoying opportunities for growth through bunq Academy and a generous learning budget, plus a range of perks designed to

Qualifications

• Must be fluent in English, both written and spoken.
• Experience in support/experience roles and handling escalations is preferred.
• Demonstrates curiosity and continuous improvement mindset.

Responsibilities

• Take over escalated conversations handled by the AI agent.
• Root cause issues and drive fixes to prevent recurrence.
• Contribute to making the AI smarter by providing feedback after interactions.
• Be a proactive team player with a positive, solution‑driven mindset.
• Cover morning, evening, and night shifts on weekdays and weekends.

Skills

English fluency

Team player

Curious mindset

Calm under pressure

KPI driven

Tools

AI tools

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 (our AI assistant) 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.