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 improveme

📌 Customer Support (Barcelona)
🏢 Sequra
📍 Barcelona