Support Experience Guide

bunq is hiring a Support Experience Guide in Sofia, Bulgaria. Level rates it ; you can apply on bunq.

Level's read on this job

Works on AI ●●●○ is how Level rates this role: the daily work is on AI products, without building the model.
Some of the work can be done remotely, according to the posting.
The posting mentions Finn, AI Tools and AI agents among its tools and skills.
bunq has 22 other open roles on Level.
Posted in the last few days.

AI in this role

Support guide who steps in after AI agent escalations and trains the system to improve future responses.

FinnAI Tools

ai-agentscustomer-supportescalation-managementcommunication

As a Support Experience Guide, you're the human expert who steps in when our AI agent Finn needs a helping hand. You don't just fix problems; you make our users feel heard and build trust that lasts. Every interaction isn't just a closed ticket, it's a lesson that makes Finn smarter for next time. Finn is smart, but you're the genius behind the curtain 🤖✨

Take Ownership:

Make sure every user feels supported, understood, and never left behind: you'll take over escalated conversations that Finn (our AI assistant) hands off to a human.
Get to the root cause of why users needed to reach out at all, and drive fixes that remove the underlying problem: not just close the ticket.
Make Finn smarter after every interaction: spot where it fell short, and feed that back so the next Eva gets a better answer.

Requirements

You’re curious by nature: you look for ways to improve how things work, not just how to get through the queue.
You’re calm under pressure, with a positive, solution-driven mindset when things get hectic.
You're comfortable being measured on KPIs and performance metrics.
You’re a teamplayer: steady, thoughtful, and proactive: the person others know they can count on.
You’re fully and perfectly comfortable speaking and writing in English.
You’re tech-savy and comfortable with new tools.
You see AI as an opportunity to actively look for ways to use it to work faster and better.
You’re available to cover morning, evening, and night shifts on weekdays, and on weekends.

Your space to perform

🤟 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
🇧🇬 Flex Benefits: €70 monthly budget via Re: benefit, offering access to 150+ perks tailored to your lifestyle.
🧳 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
🍻 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, Zinc. 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.

How we rate this

Support Experience Guide at bunq rates 65 out of 100 for how much of the daily work is AI. That makes it Works on AI (AI Level 3 of 4). The level is about AI in the job, not seniority.

Classification

Works on AI. The daily work is on AI products, without building the model.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Support Experience Guide is an open job at bunq.
Level rates this role AI Level 3 of 4: Works on AI.
The role is based in Sofia, Sofia (stolitsa), Bulgaria and is marked remote.
The job was posted on November 5, 2026.
Seniority: mid.
Applications are handled by bunq. Apply on bunq

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

AI agentsCustomer SupportEscalation ManagementCommunicationFinnAI Tools

Questions you could be asked

How do you decide when an AI agent can act on its own versus asking for approval first?
Tell me about a project where customer support was part of your work. What did you do?
Tell me about a project where escalation management was part of your work. What did you do?
Tell me about a project where communication was part of your work. What did you do?
Walk me through how you've used Finn in your day-to-day work.

Adapt your resume

List these exact terms on your resume: AI agents, Customer Support, Escalation Management, Communication, and Finn. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Show where AI is part of your daily process, not a one-off project. This role expects it to be a running habit.

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