Senior Experience Support Guide

At bunq, we're looking for a Senior Experience Support Guide to join our team. As a Senior Experience Support Guide, you'll deliver fast, reliable, and humane support to our customers. You'll solve issues at their root, not just on the surface, and combine empathy with efficiency to build real user trust.

Key responsibilities include:

• Delivering best-in-class support by maintaining exceptional response and resolution times
• Going beyond surface-level fixes by identifying root causes and implementing structural solutions
• Continuously improving support operations by optimizing workflows, refining escalation paths, and introducing smart automation
• Leveraging AI tools and data insights to enhance efficiency and proactively improve the user experience
• Acting as a mentor for junior guides by coaching, sharing knowledge, and elevating team performance
• Communicating complex topics in a simple, clear, and reassuring way, always aligned with bunq's tone of voice

Requirements include:

• Thriving in fast-paced environments and delivering both speed and quality
• Naturally empathizing with users and turning frustration into trust
• Having a strong 'fix it for good' mindset and digging into root causes
• Being an excellent written communicator who keeps things clear and human
• Enjoying mentoring others and raising the bar for your team
• Loving using AI, data, and automation to work smarter
• Taking full ownership and constantly looking for ways to improve

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