Support Experience Lead

About this 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