PayOps Guide

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.