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