# Support Experience Guide

**Company**: bunq
**Location**: İstanbul, İstanbul
**Work arrangement**: hybrid
**Job type**: Full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://careers.bunq.com/o/support-experience-guide-3?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_31d6bdd1-bb3

## Description

As a Support Experience Guide, you're the human expert who steps in when our AI agent Finn needs a helping hand. You don't just fix problems; you make our users feel heard and build trust that lasts. Every interaction isn't just a closed ticket, it's a lesson that makes Finn smarter for next time. Finn is smart, but you're the genius behind the curtain.

**Take Ownership:**

- Make sure every user feels supported, understood, and never left behind: you'll take over escalated conversations that Finn (our AI assistant) hands off to a human.

- Get to the root cause of why users needed to reach out at all, and drive fixes that remove the underlying problem: not just close the ticket.

- Make Finn smarter after every interaction: spot where it fell short, and feed that back so the next interaction is improved.

**Requirements**

- You're curious by nature: you look for ways to improve how things work, not just how to get through the queue.

- You're calm under pressure, with a positive, solution-driven mindset when things get hectic.

- You're comfortable being measured on KPIs and performance metrics.

- You're a team player: steady, thoughtful, and proactive: the person others know they can count on.

- You're fully and perfectly comfortable speaking and writing in English.

- You're tech-savvy and comfortable with new tools.

- You see AI as an opportunity to actively look for ways to use it to work faster and better.

- You're available to cover morning, evening, and night shifts on weekdays, and on weekends.

**Your space to perform**

- 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

## Skills

### Required
- English language
- problem-solving
- communication
- teamwork
- tech-savviness

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Source: [Apply at careers.bunq.com](https://careers.bunq.com/o/support-experience-guide-3?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)