# Support Experience Lead

**Company**: bunq
**Location**: Sofia, Sofia (stolitsa)
**Work arrangement**: hybrid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://careers.bunq.com/o/support-experience-lead?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a07761c2-fd8

## Description

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

**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

## Skills

### Required
- AI
- automation
- coaching
- customer support
- decision-making
- leadership
- problem-solving
- process improvement

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