# SOS Hotline Support Guide

**Company**: bunq
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Finance
**Industry**: Finance

**Apply**: https://careers.bunq.com/o/sos-hotline-support-guide
**Canonical**: https://yubhub.co/jobs/job_c7eb7909-149

## Description

At bunq, we're not just building a bank; we're reshaping how people experience financial freedom. As an SOS Hotline Support Guide, you'll be the calm in the storm, embodying our philosophy by taking ownership, cutting through confusion, and restoring trust when it matters most.

Take immediate ownership of our 24/7 SOS Hotline, acting as the first point of contact and mastering crisis de-escalation to guide users from panic to a feeling of security.

Serve as the single source of truth by using strong analytical and investigative skills to troubleshoot complex problems, get to the root cause, and deliver swift, definitive resolutions.

Seamlessly connect urgent user needs with our internal processes, ensuring a reassuring and efficient experience without exposing the complexity behind the scenes.

Identify, analyze, and escalate systemic issues you encounter, acting as our first line of defense to protect our entire user base and prevent future problems.

You will maintain unwavering composure and empathy in high-pressure, sensitive situations, acting as a stable and reassuring presence for users in distress.

You are a natural at turning friction into flow. You have a background in handling sensitive and urgent issues with a calm and structured approach.

You are naturally curious and adept at digging deep to uncover the root cause of an issue, not just treating the symptoms.

You have a close-to-native or native command of English. Your communication is clear, concise, and empathetic.

You have prior experience in a high-pressure environment like a contact center, technical support, or an incident response team, preferably within fintech or financial services.

You are ready to work on a 24/7 shift schedule, including weekends, nights, and holidays, because you know that urgent situations don't stick to a 9-to-5 schedule.

Your space to perform

We give you the space and the tools you need to succeed.

Join forces with great colleagues across the globe to revolutionise banking.

Make lasting impact by working on complex & exciting challenges.

Accelerate your career growth with bunq Academy and a 1500 EUR annual learning budget.

Flex Benefits: €70 monthly budget via Re: benefit, offering access to 150+ perks tailored to your lifestyle.

A Macbook to keep with you while you're with us.

Hybrid setup: after 1 month in-office, work 2 days remote, 3 days in-office weekly.

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.

Lunch and snacks at the office, vegan options included.

Private health insurance, just in case.

Friday drinks, team events, and other celebrations - bunq style!

## Skills

### Required
- English
- Analytical skills
- Investigative skills
- Crisis de-escalation
- Problem-solving

### Nice to have
- Prior experience in a high-pressure environment
- Fintech or financial services background