Senior Support Experience Guide

Confidential

Sofia, Sofia (stolitsa), Bulgaria permanent

Posted: April 16, 2026

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Quick Summary

As a Senior Support Experience Guide, you'll deliver fast, reliable, and humane support, combining empathy with efficiency to build real user trust, improving processes, leveraging AI, and helping the team perform at its best.

Required Skills

Customer Service Problem Solving Root Cause Analysis Process Improvement AI Integration Data Analysis Mentoring Written Communication Empathy Ownership

Job Description

At bunq, we are obsessed with providing premium customer support for everyone. As a Senior Experience Support Guide, you’ll deliver fast, reliable, and humane support. You’ll solve issues at their root, not just on the surface. You’ll combine empathy with efficiency to build real user trust. You’ll improve processes, leverage AI, and help the team perform at its best.

Take ownership 💪

• Deliver best-in-class support by maintaining exceptional response and resolution times ⚡

• Go beyond surface-level fixes by identifying root causes and implementing structural solutions 🔍

• Continuously improve support operations by optimizing workflows, refining escalation paths, and introducing smart automation 🤖

• Leverage AI tools and data insights to enhance efficiency and proactively improve the user experience 📊

• Act as a mentor for junior guides by coaching, sharing knowledge, and elevating team performance 🎯

• Communicate complex topics in a simple, clear, and reassuring way, always aligned with bunq’s tone of voice ✍️

• Ensure every interaction reflects empathy, ownership, and a true service-first mindset.

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