Customer Support SeQura Eyewear

Job description

About seQura seQura provides innovative, flexible and easy-to-use payment technologies that help merchants acquire, convert and retain more customers. We make a difference sales performance by tailoring our solutions to different sectors, to address their unique pain points and deliver superior results in Retail, Education (EduQa), Optics (OptiQa), Repairs and Travel. We also empower smart shopping to consumers who seek more value, convenience, and flexibility in their shopping, with new payment experiences that allow them to save, access interest-free credit, or pay in small, comfortable installments of up to 24 months. Born in Barcelona, seQura is a privately-owned fintech, currently expanding throughout southern Europe and Latin America, growing above 50% CAGR and approaching 100 Million in Annual Recurring Revenue. Over 5000 businesses, almost 2 million shoppers, and almost 400 employees continue to rate us as one of the most loved and trusted fintechs out there, with an NPS of 87%, a Trustpilot rating of 4.7/5, and a Glassdoor rating of 4.3/5. About SeQura Eyewear 🤓 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. What challenges you´ll be solving 🚀 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. What we offer 😎 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. In addition, we are very proud of the unique office we have, which offers a comfortable and inspiring environment to work in with everything you need. 23 vacation days + 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 by using your own bike with Kleta. Free access to healthy, organic, and sustainable fruits and snacks. Moreover, we offer a Wellness Program that embraces a holistic approach by covering 6 areas (occupational, physical, financial, emotional, social, environmental consciousness). Each area will include a variety of activities, and you'll be able to choose from 34 different activities that best meet your needs to configure a plan that best works for you. What you’ll need 🫲🏽 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. Nice to have 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. Do you want to be part of the change? Join us!👇