Customer Support SeQura Eyewear (Fintech)

Location: Hybrid role at the Barcelona HQ, Spain; candidates must be based in Barcelona or willing to relocate to Barcelona without company assistance.

Company

hirify.global is a fintech providing flexible payment technologies for merchants and consumers across retail, education, optics, repairs, and travel.

What you will do

• Resolve customer and optician incidents involving payment date changes, blocked transactions, and financing queries by phone, email, and chat.
• Own cases end-to-end in the CRM and other available channels, working autonomously and escalating when appropriate.
• Identify early signs of payment default risk and respond with empathy, tact, and firmness.
• Coordinate with Optical Service Managers, the operations team, and the wider Eyewear team on complex or commercially sensitive incidents.
• Log and categorise incidents accurately to support analysis and continuous improvement.
• Identify recurring patterns and contribute to process improvement and automation projects.

Requirements

• At least 1–2 years of experience in customer-facing support with direct human interaction.
• Native or near-native Spanish with clear, professional written and spoken communication.
• English at B2 level or above for coordination with international teams.
• Ability to manage multiple open cases calmly, maintain order, and prioritise effectively.
• Confidence handling tense situations with empathy and firmness.
• Comfort using CRM systems, email, spreadsheets, and other digital tools.

Nice to have

• Additional language skills in Portuguese, Italian, or German.
• Experience in fintech, banking, insurance, or another regulated environment.
• Familiarity with Intercom, HubSpot, or similar platforms.
• Experience handling payment or financing-related incidents.

Culture & Benefits

• 23 vacation days plus 2 additional free-disposal days per year.
• Professional development workshops and seminars.
• Flexible compensation for transportation, restaurants, and kindergarten through Cobee.
• Health insurance discounts with Sanitas and Adeslas.
• Wellness Program covering occupational, physical, financial, emotional, social, and environmental areas.
• Comfortable Barcelona office with healthy organic snacks and sustainable mobility support through Kleta.