SOS Hotline Support Guide
Support & Operations
Support Experience Lead
Hybrid
Location: Istanbul / Sofia
Ready to get shit done?
At bunq, we’re here to make life easy for our users; and that starts with support they can truly trust. When something goes wrong, we don’t pass it around. We own it.
As a Support Team Lead, you’ll play a key role in keeping our promise of premium support, making sure escalations from our Internal AI Agent Finn are handled fast, properly, and never repeated.
Take Ownership
As a Support Team Lead, you will:
Own AI Support escalations end-to-end and ensure timely, high-quality resolutions
Act as the clear owner for complex issues, bringing clarity and direction when things go wrong
Lead, coach, and support a team of ~10 Support Experience Guides
Help your team improve decision-making, ownership, and service quality
Identify recurring issues and turn them into concrete process improvements
Improve and optimize Support processes, tooling, and ways of working
Work closely with stakeholders to implement solutions, not just document problems
Use AI and automation to improve efficiency and consistency in daily operations
Track success through outcomes such as KPIs, backlog health, and user impact
This challenge is perfect for you if
You naturally take ownership and don’t wait for problems to be assigned to you
You enjoy fixing things that don’t work, and making sure they stay fixed
You believe great customer support is about trust, clarity, and accountability
You like coaching others and helping them grow, even in tricky situations
You’re comfortable in a fast-paced environment where priorities might evolve
You focus on outcomes over output and like seeing real impact from your work
You’re curious about using AI to improve how support teams operate
Curious to see how we make life easy? - try the bunq app, it only takes 5 minutes to sign up.
Your space to perform
We give you the space and the tools you need to succeed 💪
🤟 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
Location: Istanbul / Sofia
Department: Support & Operations
Support Experience Lead
Hybrid
Location: Istanbul / Sofia
Location: Istanbul / Sofia
Department: Support & Operations
Ready to get shit done?
At bunq, we’re here to make life easy for our users; and that starts with support they can truly trust. When something goes wrong, we don’t pass it around. We own it.
As a Support Team Lead, you’ll play a key role in keeping our promise of premium support, making sure escalations from our Internal AI Agent Finn are handled fast, properly, and never repeated.
Take Ownership
As a Support Team Lead, you will:
Own AI Support escalations end-to-end and ensure timely, high-quality resolutions
Act as the clear owner for complex issues, bringing clarity and direction when things go wrong
Lead, coach, and support a team of ~10 Support Experience Guides
Help your team improve decision-making, ownership, and service quality
Identify recurring issues and turn them into concrete process improvements
Improve and optimize Support processes, tooling, and ways of working
Work closely with stakeholders to implement solutions, not just document problems
Use AI and automation to improve efficiency and consistency in daily operations
Track success through outcomes such as KPIs, backlog health, and user impact
This challenge is perfect for you if
You naturally take ownership and don’t wait for problems to be assigned to you
You enjoy fixing things that don’t work, and making sure they stay fixed
You believe great customer support is about trust, clarity, and accountability
You like coaching others and helping them grow, even in tricky situations
You’re comfortable in a fast-paced environment where priorities might evolve
You focus on outcomes over output and like seeing real impact from your work
You’re curious about using AI to improve how support teams operate
Curious to see how we make life easy? - try the bunq app, it only takes 5 minutes to sign up.
Your space to perform
We give you the space and the tools you need to succeed 💪
🤟 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
Support Experience Lead
Hybrid
Location: Istanbul / Sofia
Location: Istanbul / Sofia
Department: Support & Operations
Ready to get shit done?
At bunq, we’re here to make life easy for our users; and that starts with support they can truly trust. When something goes wrong, we don’t pass it around. We own it.
As a Support Team Lead, you’ll play a key role in keeping our promise of premium support, making sure escalations from our Internal AI Agent Finn are handled fast, properly, and never repeated.
Take Ownership
As a Support Team Lead, you will:
Own AI Support escalations end-to-end and ensure timely, high-quality resolutions
Act as the clear owner for complex issues, bringing clarity and direction when things go wrong
Lead, coach, and support a team of ~10 Support Experience Guides
Help your team improve decision-making, ownership, and service quality
Identify recurring issues and turn them into concrete process improvements
Improve and optimize Support processes, tooling, and ways of working
Work closely with stakeholders to implement solutions, not just document problems
Use AI and automation to improve efficiency and consistency in daily operations
Track success through outcomes such as KPIs, backlog health, and user impact
This challenge is perfect for you if
You naturally take ownership and don’t wait for problems to be assigned to you
You enjoy fixing things that don’t work, and making sure they stay fixed
You believe great customer support is about trust, clarity, and accountability
You like coaching others and helping them grow, even in tricky situations
You’re comfortable in a fast-paced environment where priorities might evolve
You focus on outcomes over output and like seeing real impact from your work
You’re curious about using AI to improve how support teams operate
Curious to see how we make life easy? - try the bunq app, it only takes 5 minutes to sign up.
Your space to perform
We give you the space and the tools you need to succeed 💪
🤟 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
How we hire
Curious how our hiring process works? Here’s what to expect before you land your dream role.
How we hire
Curious how our hiring process works? Here’s what to expect before you land your dream role.
How we hire
Curious how our hiring process works? Here’s what to expect before you land your dream role.
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Life at bunq
Get to know what it’s really like to work at bunq—from the people, to the purpose, to the perks.
Discover bunq
Learn why bunq is the top choice for professionals seeking a dynamic and innovative workplace in the banking sector.
Learn more
Our culture
Learn more about your life at bunq. Discover how we support and inspire our team members to achieve their best.
Learn more
Our people
Start getting shit done from day 1 at bunq. Discover how your role will contribute to transforming the future of banking.
Learn moreLife at bunq
Get to know what it’s really like to work at bunq—from the people, to the purpose, to the perks.
Discover bunq
Learn why bunq is the top choice for professionals seeking a dynamic and innovative workplace in the banking sector.
Learn moreOur culture
Learn more about your life at bunq. Discover how we support and inspire our team members to achieve their best.
Learn moreOur people
Start getting shit done from day 1 at bunq. Discover how your role will contribute to transforming the future of banking.
Learn moreLife at bunq
Get to know what it’s really like to work at bunq—from the people, to the purpose, to the perks.
Discover bunq
Learn why bunq is the top choice for professionals seeking a dynamic and innovative workplace in the banking sector.
Learn moreOur culture
Learn more about your life at bunq. Discover how we support and inspire our team members to achieve their best.
Learn moreOur people
Start getting shit done from day 1 at bunq. Discover how your role will contribute to transforming the future of banking.
Learn more