As a Payments Experience Guide, you’ll be our user’s go-to hero whenever something goes wrong with a payment. Whether a transfer didn’t go through or something just feels off, you’ll step in to investigate with care and precision. You'll make sure everything is resolved accurately and fast — no guesswork, no confusion. Take ownership: 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. * 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. * 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 a 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 💪🏼 🤟 Great, international colleagues who share your mindset 👩‍💻 Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly. 🧳 Digital Nomad Program: After your first year, enjoy up to 20 days per year to work while traveling, combining flexibility with strong team collaboration 🚀 We reward tenure with a dedicated travel budget: €1.5k after 2 years and €3k after 4 years to visit another core office 📚 We support growth with bunq Academy and €1500 annual learning budget 🚴‍♀️ 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 All new hires are subject to Pre-employment Screening (PES), which includes checks conducted by our third-party partner, DISA. This is part of our commitment to a secure and trustworthy workplace.