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