Who you are

- At least 1–2 years of experience in customer-facing support with real human interaction

- Native or near-native Spanish. Clear, professional written and spoken communication

- Ability to manage several open cases at once with calm, order, and sound prioritisation

- Confidence handling tense situations with both empathy and firmness

- Comfort working with digital tools: CRM, email, spreadsheets

- English at B2 or above, for coordination with international teams

- Very nice to have: fluency in an additional language such as Portuguese, Italian, or German

- Experience in fintech, banking, insurance, or any regulated environment

- Familiarity with tools like Intercom, Hubspot, or similar platforms

- Background handling payment or financing-related incidents

What the job involves

- As an Eyewear Customer Support specialist, you'll sit at the heart of a vertical where the relationship with the opticians is unusually direct and personal. Opticians rely on seQura's visual plan to give access to their customer’s glasses and lenses

- You'll work closely with the Optical Service Managers and operations team, owning case resolution end-to-end across phone, email, and CRM.

This is not a scripted support role: you'll be expected to think, prioritise, and escalate with good judgement, and to feed what you learn back into process improvement

- Handle by phone, email or chat operational incidents from customers and opticians: payment date changes, blocked transactions,



and financing queries, resolved with speed and good judgment

- Own cases end-to-end through the available channels (phone, email, CRM), working autonomously and knowing when to escalate

- Spot and flag early signs of default risk, acting quickly and with the right level of tact

- Coordinate with the rest of the Eyewear team when an incident needs a commercial touch

- Log and categorise incidents accurately in internal systems to enable analysis and continuous improvement

- Contribute to process improvement by identifying patterns and participating in automation projects

- We have a strong and sustainable foundation, where we provide a secure and reliable workplace. You have the freedom and trust to make the best contribution possible

- One of our most valued strengths by our employees is our fellowship and supportive culture, which fosters a sense of belonging by working closely with our values. With us, you will have challenging projects to work on and push your skills and knowledge

Benefits

- 23 vacation days + 2 days of free disposal per year

- Versátil compensation plan for transportation, restaurants, and kindergarten with Cobee

- Health insurance discounts with Sanitas and Adeslas

- Hybrid work
- Professional development workshops or seminars tailored to your needs

- Free access to healthy, organic, and sustainable fruits and snacks.

- Urban mobility by using your own bike with Kleta.

📌 Customer Support (Barcelona)
🏢 Sequra
📍 Barcelona