Support Experience Lead

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

Requirements

• 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