Support Experience Lead

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 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 Curious to see how we make life easy? - try the bunq app , it only takes 5 minutes to sign up. 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