Customer Support

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
• Flexible 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.