Support Experience Guide

bunq; Turkey; Hybrid; TRY 40,000 - 56,000; Full time

Benefits offered by this job

Hybrid work model

Learning budget €1500 per year

Digital Nomad Program

MacBook provided

Private health insurance

Friday drinks

Job summary

bunq is seeking a Support Experience Guide to step in when the AI agent Finn needs a human touch. You’ll own escalated conversations, chase root causes, and turn tickets into lasting improvements that help Finn perform better next time.

You’ll join an international team in a hybrid setup, with a learning budget, flexible perks, a MacBook, and meals from in-house chefs. Your role includes coverage across mornings, evenings, and weekends, all while maintaining high service standards.

Responsibilities

• Take over escalated conversations that Finn hands off to a human.
• Get to the root cause of why users needed to reach out and drive fixes that remove the underlying problem.
• Feed back learnings to improve Finn and future interactions.

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.

This challenge is perfect for you if

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.

Curious to see how we make life easy? - try the bunq app , it only takes 5 minutes to sign up.

Discover bunq

Learn why bunq is the top choice for professionals seeking a dynamic and innovative workplace in the banking sector.

Learn more about your life at bunq. Discover how we support and inspire our team members to achieve their best.

Start getting shit done from day 1 at bunq. Discover how your role will contribute to transforming the future of banking.