SOS Hotline Support Guide

Confidential

Sofia, Sofia (stolitsa), Bulgaria permanent

Posted: February 19, 2026

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Required Skills

Customer Service Crisis De-escalation Analytical Skills Troubleshooting Root Cause Analysis Communication Composure Empathy Technical Knowledge

Job Description

At bunq, we're not just building a bank; we're reshaping how people experience financial freedom. We believe that when our users face an urgent situation, they deserve immediate, reliable support that provides total peace of mind. As an SOS Hotline Support Guide, you’ll be the calm in the storm, embodying our philosophy by taking ownership, cutting through confusion, and restoring trust when it matters most 🌈

Take Ownership

As an SOS Hotline Support Guide, you will play a critical role in managing our most urgent user interactions, ensuring their safety, security, and peace of mind. You won't just follow a script; you'll be a lifeline 🌟

• Take immediate ownership of our 24/7 SOS Hotline, acting as the first point of contact and mastering crisis de-escalation to guide users from panic to a feeling of security.

• Serve as the single source of truth by using strong analytical and investigative skills to troubleshoot complex problems, get to the root cause, and deliver swift, definitive resolutions.

• Seamlessly connect urgent user needs with our internal processes, ensuring a reassuring and efficient experience without exposing the complexity behind the scenes.

• Identify, analyze, and escalate systemic issues you encounter, acting as our first line of defense to protect our entire user base and prevent future problems.

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