Customer Support SeQura Eyewear

• 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.

SeQura Eyewear is our dedicated vertical for the optical sector: A subscription-based service model that lets customers access prescription glasses and contact lenses through a recurring plan, instead of buying them individually as one-off purchases. It's one of our fastest-growing verticals, already live in Spain, Germany, Mexico and in an international expansion stage.

About the role 🤓

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.

1. 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.

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

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

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

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

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