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Your job is more than fixing problems: it&#39;s about keeping our users informed, reassured, and confident at every step.</p>\n<p>You&#39;ll take ownership of delivering high-quality, empathetic support in every interaction, ensuring that users always feel heard, understood, and valued throughout their payment journey.</p>\n<p>Key responsibilities include:</p>\n<ul>\n<li>Handling escalations related to payment issues by investigating thoroughly, coordinating with the right teams when needed, and making sure the user receives a correct and timely resolution.</li>\n</ul>\n<ul>\n<li>Acting swiftly in picking up SOS conversations, recognizing the urgency of the situation, and ensuring that no user in distress is left waiting , your quick action provides reassurance and builds trust.</li>\n</ul>\n<ul>\n<li>Keeping users informed every step of the way by setting clear expectations, sharing progress updates, and following through until their issue is fully resolved, creating a transparent and reliable support experience.</li>\n</ul>\n<p>Requirements include:</p>\n<ul>\n<li>Fluency in English and strong communication skills, with a focus on empathy.</li>\n</ul>\n<ul>\n<li>Problem-solving enthusiasm and ability to prioritize work when needed.</li>\n</ul>\n<ul>\n<li>Previous experience in a user-facing role, with a focus on handling issues with empathy, clarity, and professionalism.</li>\n</ul>\n<ul>\n<li>Comfortable working with data , spotting patterns, drawing insights, and using them to make smart decisions.</li>\n</ul>\n<ul>\n<li>Familiarity with the financial/banking sector, including terms like KYC, KYB, payment, and compliance operations.</li>\n</ul>\n<p>In return, we offer a range of benefits, including:</p>\n<ul>\n<li>A hybrid setup, with three months in-office followed by two days remote and three days in-office per week.</li>\n</ul>\n<ul>\n<li>A Digital Nomad Program, allowing you to work remotely for up to 20 days per year.</li>\n</ul>\n<ul>\n<li>A dedicated travel budget, with €1.5k after two years and €3k after four years.</li>\n</ul>\n<ul>\n<li>Access to bunq Academy and an annual learning budget of €1500.</li>\n</ul>\n<ul>\n<li>A Multisport gym card for your health and wellbeing.</li>\n</ul>\n<ul>\n<li>Travel expenses covered, whether you come walking or by bike, bus, or car.</li>\n</ul>\n<ul>\n<li>A MacBook to help you get things done.</li>\n</ul>\n<ul>\n<li>Delicious lunches from our in-house chefs, with vegan and vegetarian options.</li>\n</ul>\n<ul>\n<li>Private health insurance, just in case.</li>\n</ul>\n<ul>\n<li>Friday drinks and other celebrations , bunq style!</li>\n</ul>\n<p style=\"margin-top:24px;font-size:13px;color:#666;\">XML job scraping automation by <a href=\"https://yubhub.co\">YubHub</a></p>","url":"https://yubhub.co/jobs/job_6f910ee6-15a","directApply":true,"hiringOrganization":{"@type":"Organization","name":"bunq","sameAs":"https://careers.bunq.com","logo":"https://logos.yubhub.co/careers.bunq.com.png"},"x-apply-url":"https://careers.bunq.com/o/payments-experience-guide?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply","x-work-arrangement":"hybrid","x-experience-level":"entry","x-job-type":"full-time","x-salary-range":null,"x-skills-required":["English","problem-solving","data analysis","communication","empathy"],"x-skills-preferred":["financial/banking sector","KYC","KYB","payment","compliance operations"],"datePosted":"2026-04-27T14:06:43.054Z","employmentType":"FULL_TIME","occupationalCategory":"Finance","industry":"Finance","skills":"English, problem-solving, data analysis, communication, empathy, financial/banking sector, KYC, KYB, payment, compliance operations"},{"@context":"https://schema.org","@type":"JobPosting","identifier":{"@type":"PropertyValue","name":"YubHub","value":"job_a7167b31-0f8"},"title":"Payments Experience Guide","description":"<p>As a Payments Experience Guide, you&#39;ll be our user&#39;s go-to hero whenever something goes wrong with a payment. 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You&#39;ll turn frustrating moments into smooth experiences , and help make banking feel effortless.</p>\n<p><strong>Responsibilities</strong></p>\n<ul>\n<li>Take full responsibility for delivering high-quality, empathetic support in every interaction, ensuring that users always feel heard, understood, and valued throughout their payment journey.</li>\n<li>Own the process of handling escalations related to payment issues by investigating thoroughly, coordinating with the right teams when needed, and making sure the user receives a correct and timely resolution.</li>\n<li>Act swiftly in picking up SOS conversations, recognizing the urgency of the situation, and ensuring that no user in distress is left waiting , your quick action provides reassurance and builds trust.</li>\n<li>Keep users informed every step of the way by setting clear expectations, sharing progress updates, and following through until their issue is fully resolved, creating a transparent and reliable support experience.</li>\n</ul>\n<p><strong>Requirements</strong></p>\n<ul>\n<li>You speak English fluently and have strong communication skills, while showing empathy</li>\n<li>You&#39;re a problem-solving enthusiast, and can prioritize your work when needed</li>\n<li>You&#39;ve worked in a user-facing role before and know how to handle issues with empathy, clarity, and professionalism</li>\n<li>You&#39;re comfortable working with data , spotting patterns, drawing insights, and using them to make smart decisions.</li>\n<li>You thrill at leading thorough investigations, using your attention to detail for efficient resolution</li>\n<li>You already have an advantage if you&#39;re familiar with the financial/banking sector, and if terms like KYC, KYB, payment and compliance operations ring a bell</li>\n</ul>\n<p><strong>Your space to perform</strong></p>\n<p>We give you the space and the tools you need to succeed. Join forces with great colleagues across the globe to revolutionise banking. Make lasting impact by working on complex &amp; exciting challenges. Accelerate your career growth with bunq Academy and a 1500 EUR annual learning budget.</p>\n<p style=\"margin-top:24px;font-size:13px;color:#666;\">XML job scraping automation by <a href=\"https://yubhub.co\">YubHub</a></p>","url":"https://yubhub.co/jobs/job_a7167b31-0f8","directApply":true,"hiringOrganization":{"@type":"Organization","name":"bunq","sameAs":"https://careers.bunq.com","logo":"https://logos.yubhub.co/careers.bunq.com.png"},"x-apply-url":"https://careers.bunq.com/o/payment-experience-guide?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply","x-work-arrangement":"hybrid","x-experience-level":"entry","x-job-type":"full-time","x-salary-range":null,"x-skills-required":["English","Communication","Problem-solving","Data analysis","Investigation"],"x-skills-preferred":[],"datePosted":"2026-04-27T14:06:25.028Z","employmentType":"FULL_TIME","occupationalCategory":"Finance","industry":"Finance","skills":"English, Communication, Problem-solving, Data analysis, Investigation"}]}