Support Experience Lead

About the role

bunq is looking for a Support Experience Lead to keep its promise of premium support. You will own escalations from the internal AI agent Finn, handling them quickly, correctly and without repetition, and lead a team of about 10 Support Experience Guides.

Key responsibilities

• Own AI support escalations end to end and ensure timely, high-quality resolutions
• Be the clear owner of complex issues, giving clarity and direction when things go wrong
• Lead, coach and support a team of around 10 guides, improving their decision-making, ownership and service quality
• Identify recurring issues and turn them into concrete process improvements
• Improve and optimise support processes, tooling and ways of working
• Work with stakeholders to implement solutions, not just document problems
• Use AI and automation to improve efficiency and consistency in daily operations
• Track success through KPIs, backlog health and user impact

Required profile

• Natural ownership: you take charge without waiting for problems to be assigned
• Enjoy fixing broken things and making sure they stay fixed
• Believe great support is built on trust, clarity and accountability
• Like coaching others and helping them grow, even in tricky situations
• Comfortable in a fast-paced environment where priorities change
• Focus on outcomes over output and like seeing real impact
• Curious about using AI to improve how support teams operate

What we offer

• Hybrid setup: after 3 months in the office, 2 days remote and 3 days in the office each week
• bunq Academy and a €1,500 annual learning budget
• €70 monthly flex benefits budget via Re:benefit, with access to 150+ perks
• Digital nomad program: up to 20 days per year after the first year to work while travelling
• Travel budget of €1.5k after 2 years and €3k after 4 years to visit another core office
• A MacBook, in-house lunches with vegan and vegetarian options, private health insurance, Friday drinks and celebrations