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.
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.
🧳 Digital Nomad program: work remotely 1 week per quarter after 1 year and 3 weeks per quarter after 2 years
📚 We support growth with bunq Academy and €1500 annual learning budget
🚴♀️ A Multisport gym card for your health and wellbeing
🚌 Travel expenses are covered whether you come walking or by bike, bus or car (though we prefer green choices 🌳)
💻 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
💸 Monthly contribution to your phone and internet bills
🍻 Friday drinks and other celebrations - bunq style
All new hires are subject to Pre-employment Screening (PES), which includes checks conducted by our third-party partner, DISA. This is part of our commitment to a secure and trustworthy workplace.
We are bunq, bank of The Free. We’re here to break free from the status quo, and create a bank with our users in mind. Giving them the freedom to live life on their own terms.
We built our own financial system from the ground up, and with the launch of our app in 2015, reinvented banking as you know it. And that’s just the beginning! We work around the clock to create fintech innovations that simply make banking and money management as easy, transparent, and fun as possible.
Have a business?
bunq Business was created as the ultimate bank account to save you time. This means no more paperwork, branch visits or bureaucracy ever again. Just the freedom to focus on what’s truly important: running your business.
Go to bunq.com/business and find out how we can help your business thrive.
Want to join us in our mission to revolutionise the traditional banking industry? You will become part of an international team of more than 500 bunqers (48 nationalities and counting!) that all have one thing in common: we love what we do. Waking up with brilliant ideas and going to bed knowing that you’ve personally contributed to them. That’s working at bunq.
If that sounds like your kind of challenge, go to bunq.com/jobs get the ball rolling.
