Eyewear Customer Support Specialist

About the role

seQura is a Barcelona-based fintech offering payment technology to merchants, including its Eyewear vertical, a subscription service for prescription glasses and contact lenses. As an Eyewear Customer Support specialist, you will resolve customer and optician cases end-to-end by phone, email and CRM, working closely with the Optical Service Managers and operations team. This is not a scripted role: you must think, prioritise and escalate with good judgement, and feed your learning back into process improvement.

Key responsibilities

• Handle operational incidents from customers and opticians by phone, email or chat, such as payment date changes, blocked transactions and financing queries, resolving them with speed and good judgment.
• Own each case end-to-end across the available channels, working autonomously and knowing when to escalate.
• Spot early signs of default risk and act quickly and tactfully.
• Coordinate with the rest of the Eyewear team when an incident needs a commercial touch.
• Log and categorise incidents accurately in internal systems so they can be analysed and used for continuous improvement.
• Contribute to process improvement by spotting patterns and taking part in automation projects.

Required profile

• At least 1-2 years of experience in customer-facing support with real human interaction.
• Native or near-native Spanish, with 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.
• English at B2 or above for coordination with international teams.
• Nice to have: fluency in another language such as Portuguese, Italian or German; experience in fintech, banking, insurance or a regulated environment; familiarity with tools like Intercom or Hubspot; background handling payment or financing-related incidents.

Required skills

• Comfortable working with digital tools: CRM, email and spreadsheets.

What we offer

• 23 vacation days plus 2 days of free disposal per year.
• Professional development workshops or seminars.
• Flexible compensation plan for transportation, restaurants and kindergarten with Cobee.
• Health insurance discounts with Sanitas and Adeslas.
• Urban mobility with your own bike via Kleta.
• Free access to healthy, organic and sustainable fruit and snacks.
• A wellness program covering occupational, physical, financial, emotional, social and environmental areas, with 34 activities to choose from.