Senior Support Experience Guide

Ready to get shit done?

At bunq, we're not just building a banking app; we're reshaping how people around the world experience financial freedom. As a Promise Keeper - Escalations, you’ll be instrumental in ensuring our users (we call them Eva) receive the highest level of support for their most complex challenges. Collaborate with our dynamic team to elevate our entire support experience by mentoring your peers and turning complex problems into simple, elegant solutions.

Take Ownership

As a Promise Keeper - Escalations for the Promise Keeper sector, you’ll play a critical role in acting as the subject matter expert for support escalations, ensuring every user problem is not just answered, but truly solved with precision and care.

• Serve as the final point of contact for the most complex user issues, diving deep with a fixer mentality to find the root cause and deliver effective, long-term solutions.
• Mentor and guide our Support Experience Guides, empowering them with the knowledge and skills to handle difficult cases and grow professionally.
• Innovate our support processes by leveraging AI tools and data insights, finding creative ways to deliver high-quality service more efficiently.
• Craft clear, empathetic, and concise communication for escalated issues, ensuring users feel heard, understood, and confident in our solutions, all in bunq's unique tone of voice.

This challenge is perfect for you if

• You have a proven track record of advanced troubleshooting, effortlessly analyzing and resolving complex user-facing issues.
• You are passionate about AI and technology, always looking for creative ways to use new tools to enhance the quality and efficiency of your work.
• You can navigate data with ease, using your knowledge of basic data analysis in tools like Google Sheets to extract insights and support your solutions with facts.
• You thrive in a fast-paced environment and are highly adaptable, embracing constant change as an opportunity to learn and grow.
• You have the flexibility to work in shifts on a schedule basis, as our support operates 7 days a week between 07:00 and 22:00.

Fluent in English – Communicate effectively in a global team, ensuring collaboration and clarity across all project stages.

All new hires are subject to Pre-employment Screening (PES), which includes checks conducted by our third-party partner, DISA. This is part of our commitment to a secure and trustworthy workplace.