Support Group Lead

Ready to get shit done?

At bunq, our mission is to Make Life Easy for our users by giving them full freedom over their money, wherever they are in the world ????

The Support Team plays a key role in making this happen by being the experts behind the scene, ensuring our AI solves any complex issues with speed, care and empathy. Whenever one of our users reaches out to Support from their app, there is a Support Experience Guide ready to help our AI in providing the best solution to fix their problem at the root, making it smarter and more helpful in every interaction ????

As a Support Group Lead, your work will directly impact our ability to not only fix our user’s issues, but also build trust through one thoughtful solutions at the time, helping us keep banking safe, smart, and easy.

Take ownership

Make Life Easy for our users by leading a team of Support Experience Guides and ensure an excellent and smooth user experience ????

Your key responsibilities:

• You lead your team to the best of their ability, performing through training our AI and achieving consistently high user satisfaction scores through their interactions with our users.
• You ensure your team delivers high quality results in their interactions with our users by achieving 95% on their quality reviews
• You foster a collaborative environment within your team, allowing them to thrive and perform as best as they can.
• In case a member in your team struggles, you help them get back on track and improve.

This challenge is perfect for you if

• You have an advanced understanding and knowledge in building and leading a team of Support Agents with continuous advancing AI.
• You’re structured, able to make decisions independently, and won’t give up until results are there
• You have a good level of performance management skills, and can coach team members to drive both individual and team results.
• You understand the importance of empathy and can showcase high emotional intelligence.
• You’re fluent in English, both written and spoken
• You can travel once per quarter to one of our other locations (Bulgaria or The Netherlands)
• You understand what an emergency is and can support the team outside working hours in case of incidents.
• Bonus points if you have good understanding of the financial/banking sector

Your space to perform

???? Join forces with great colleagues across the globe to truly make life easy for our users banking

???? Make lasting impact by working on complex & exciting challenges

???? A gross monthly salary between €2,198 and €2,585, and the possibility to make up to €100 monthly bonus based on performance

???????? Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly.

???? Digital Nomad program: work remotely 1 week per quarter after 1 year and 3 weeks per quarter after 2 years

✈️ Carousel program: work from other bunq offices based on your performance and tenure

???? We support growth with bunq Academy and €1500 annual learning budget

????️ 18 days of paid leave after onboarding + additional 3 days study leave for personal development

????♀️ A Multisport gym card for your health and wellbeing

???? Travel expenses are covered whether you come walking or by bike, bus or car (though we prefer green choices ????)

???? A MacBook so you can Get Shit Done with us

???? Delicious lunches from our fabulous 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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