Support Experience Guide at bunq in Sofia

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. 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…