Support Experience Guide

About the role

As a Support Experience Guide you will step in when our AI assistant Finn needs a human touch. You will ensure users feel heard, resolve issues beyond simple ticket closure, and help make Finn smarter for future interactions.

Key responsibilities

• Take ownership of escalated conversations handed off by Finn, providing empathetic and effective support.
• Identify root causes of user problems and drive fixes that prevent recurrence.
• Feed back insights to improve Finn’s performance and answer quality.
• Maintain composure under pressure and meet defined KPIs and performance metrics.

Required profile

• Excellent written and spoken English.
• Curious, proactive, and comfortable working in a team environment.
• Calm under pressure with a solution‑driven mindset.
• Willingness to work flexible shifts, including mornings, evenings, nights, weekdays and weekends.

Required skills

• Tech‑savvy and comfortable learning new tools.
• Ability to leverage AI to improve workflow efficiency.

What we offer

• Hybrid work model: after 3 months in‑office, 2 days remote and 3 days onsite per week.
• International colleagues and a supportive culture.
• Bunq Academy and a €1500 annual learning budget.
• Flex Benefits: €70 monthly budget for 150+ lifestyle perks.
• Digital Nomad Program: up to 20 remote days per year after the first year.
• Travel budget for tenure: €1.5k after 2 years, €3k after 4 years.
• MacBook, private health insurance, delicious in‑house lunches, and regular Friday drinks.