You'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.

Key responsibilities include:

• 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.

• 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.

• 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.

Requirements include:

• Fluency in English and strong communication skills, with a focus on empathy.

• Problem-solving enthusiasm and ability to prioritize work when needed.

• Previous experience in a user-facing role, with a focus on handling issues with empathy, clarity, and professionalism.

• Comfortable working with data , spotting patterns, drawing insights, and using them to make smart decisions.

• Familiarity with the financial/banking sector, including terms like KYC, KYB, payment, and compliance operations.

In return, we offer a range of benefits, including:

• A hybrid setup, with three months in-office followed by two days remote and three days in-office per week.

• A Digital Nomad Program, allowing you to work remotely for up to 20 days per year.

• A dedicated travel budget, with €1.5k after two years and €3k after four years.

• Access to bunq Academy and an annual learning budget of €1500.

• A Multisport gym card for your health and wellbeing.

• Travel expenses covered, whether you come walking or by bike, bus, or car.

• A MacBook to help you get things done.

• Delicious lunches from our in-house chefs, with vegan and vegetarian options.

• Private health insurance, just in case.

• Friday drinks and other celebrations , bunq style!

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Your job is more than fixing problems: it's about keeping our users informed, reassured, and confident at every step. You'll explain what's happening, what's next, and what (if anything) they need to do. You'll turn frustrating moments into smooth experiences , and help make banking feel effortless.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Requirements

• You speak English fluently and have strong communication skills, while showing empathy
• You're a problem-solving enthusiast, and can prioritize your work when needed
• You've worked in a user-facing role before and know how to handle issues with empathy, clarity, and professionalism
• You're comfortable working with data , spotting patterns, drawing insights, and using them to make smart decisions.
• You thrill at leading thorough investigations, using your attention to detail for efficient resolution
• You already have an advantage if you're familiar with the financial/banking sector, and if terms like KYC, KYB, payment and compliance operations ring a bell

Your space to perform

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 & exciting challenges. Accelerate your career growth with bunq Academy and a 1500 EUR annual learning budget.

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