Support Experience Lead

bunq·Sofia, Bulgaria·Posted 27 October 2026

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About the role

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

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