Support Experience Lead

<p>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.<br>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.</p><p></p><h4><strong>Take Ownership</strong></h4><p>As a Support Team Lead, you will:</p><ul><li><p>Own AI Support escalations end-to-end and ensure timely, high-quality resolutions</p></li><li><p>Act as the clear owner for complex issues, bringing clarity and direction when things go wrong</p></li><li><p>Lead, coach, and support a team of ~10 Support Experience Guides</p></li><li><p>Help your team improve decision-making, ownership, and service quality</p></li><li><p>Identify recurring issues and turn them into concrete process improvements</p></li><li><p>Improve and optimize Support processes, tooling, and ways of working</p></li><li><p>Work closely with stakeholders to implement solutions, not just document problems</p></li><li><p>Use AI and automation to improve efficiency and consistency in daily operations</p></li><li><p>Track success through outcomes such as KPIs, backlog health, and user impact</p></li></ul><p></p><p></p>

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