When money doesn't move the way it should, our users count on us to make things right. Whether it's a card payment that was declined, a transfer that didn't arrive, or a refund that seems to have disappeared, your mission is to investigate what happened and guide our users toward the right solution. As a PayOps Guide, you'll be at the heart of bunq's Payment Operations. You'll combine problem-solving, investigation skills, and empathy to resolve payment-related issues while keeping our users informed every step of the way. Take Ownership Your mission is to ensure that every payment-related issue is handled accurately, efficiently, and with the user experience at the center of every decision. As our PayOps Guide, you will: * Investigate payment-related issues from start to finish, identifying root causes and delivering accurate resolutions 🔎 * Keep users informed throughout the entire process by setting expectations, providing updates, and ensuring they always know what happens next 💬 * Take ownership of escalations, collaborating with internal teams when necessary to resolve complex cases efficiently 🚀 * Handle urgent user situations quickly, recognizing when immediate action is needed and ensuring no user is left without support * Analyze data and case information to identify patterns, improve processes, and prevent future issues 📊 * Contribute to operational excellence by continuously looking for opportunities to improve the way we support our users and process payments Depending on your strengths and performance throughout the hiring process, you'll join one of our specialized PayOps teams: Cards Experience Team or Payment Experience Team. * You speak English fluently and communicate clearly, confidently, and with empathy 💬 * You enjoy solving problems and can balance speed with accuracy when priorities shift * You have experience in a user-facing role and know how to handle challenging situations professionally * You are naturally investigative and enjoy digging into details to understand what really happened 🔍 * You're comfortable working with data, spotting trends, and using insights to make informed decisions 📊 * You take ownership of your work and follow through until every issue is fully resolved. 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. 📚 We support growth with bunq Academy and €1500 annual learning budget 🚴‍♀️ A Multisport gym card for your health and wellbeing (in Turkey) 🇧🇬 Flex Benefits: €70 monthly budget via Re: benefit, offering access to 150+ perks tailored to your lifestyle. 🚌 Travel expenses are covered whether you come walking or by bike, bus or car (though we prefer green choices 🌳) (In Turkey) 🧳 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. 💻 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 💸 Monthly contribution to your phone and internet bills (in Turkey) 🍻 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 Curious to see how we make life easy? - try the bunq app, it only takes 5 minutes to sign up.