Head of Customer Service

Job description

Wallapop is a Spain-based scale-up driven by the purpose to empower people to embrace a more conscious and sustainable way of consuming. We believe in a world where extending the life of products and reducing environmental impact is mainstream. As Spain’s leading peer-to-peer marketplace for pre-loved items, we connect millions of users every day. Powered by innovation, trust, and autonomy, we combine the positive impact of sustainability with the convenience of modern e-commerce. Our mission is to make pre-loved consumption the norm through the smart use of technology. **The Challenge 🧩** We are looking for a Head of Customer Service to lead and evolve our customer experience strategy. In this role, you will partner closely with Engineering, Product, Operations, and Marketing to bring our cross-functional CS team to the next level. Balancing strategic vision with hands-on operational leadership, you will leverage modern AI technology, smart automation, and real-time user insights to maximize the value we deliver to Wallapop users (both C2C and Pro). This role requires a blend of operational leadership, AI-driven strategy, and deep user empathy to solve complex challenges in a fast-paced digital ecosystem. **What You Will Do 👇** - **Pioneer AI & Modern CS Operations:** Lead the integration of AI, automation, and intelligent routing tools to modernize customer support, streamline workflows, and enhance resolution efficiency across all user touchpoints. - **Lead Internal CS & CX Teams:** Direct and mentor our internal Customer Service (CS) and Customer Experience (CX) teams across C2C and Pro segments, fostering a collaborative, high-impact culture focused on continuous development. - **Manage External BPO Partnerships:** Oversee strategic relationships and day-to-day alignment with external BPO partners, ensuring partner performance seamlessly matches Wallapop’s quality standards, SLA targets, and customer-first values. - **Drive Operational Excellence:** Design, optimize, and scale customer service processes and workflows to maintain high quality as Wallapop grows. - **Data-Driven Decision Making:** Analyze customer interaction data, support metrics, and user feedback to identify emerging trends, pain points, and systemic product/service improvements. - **Cross-Functional Collaboration:** Partner closely with Managed Marketplace, Seller Tribes, Product, and Tech teams to champion the voice of the customer and align CS initiatives with broader company OKRs. - **Champion Customer Centricity:** Cultivate a customer-first mindset across the department and advocate for user satisfaction throughout the organization. **What We Are Looking For 🔎** - **Leadership Experience:** Proven track record of leading and scaling Customer Service / Support operations within a digital environment, e-commerce platform, or tech scale-up. - **AI & Innovation Focus:** Demonstrated interest or experience evaluating, implementing, and optimizing modern CS technology, including AI tools, chat automation, and intelligent ticketing platforms. - **Vendor & Partner Management:** Experience overseeing external BPO vendor relationships, contract execution, and SLA performance. - **Analytical Rigor:** Strong data literacy and problem-solving skills—ability to translate complex operational metrics and customer feedback into actionable strategies. - **Bilingual Communication:** Professional fluency in both English and Spanish (written and spoken) to lead teams and present strategies across leadership functions. **What Would Be A Plus 🚀** - Prior experience in a peer-to-peer (C2C) or multi-sided marketplace environment. - Background working directly with product and engineering teams to automate user-facing support workflows. - Relevant academic background or equivalent practical leadership experience in Engineering, Business Administration, Information Systems, or related fields. Do note that all our jobs are 📍 Barcelona based. We follow a hybrid model where flexibility rules. We commit to a minimum of 6 days per month in the office. Each team self-organizes to decide on cadence and in-person/remote rituals. Wallapop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees as we want Wallapop to be a place for everyone. We sponsor visa processes for international candidates when applicable and provide legal & admin support along the process combined with a competitive relocation package. Additionally to the opportunity to contribute to an agile product set up and work together towards achieving our meaningful mission, we offer the following 🍭 **Perks & Benefits**: - Generous individual learning budget of 2k per year - Free office meals, lunch selection from different providers - Group and individual English, Catalan & Spanish lessons as part of our working day - Private Health Insurance with Alan - Flexible working hours + Intensive Fridays - Flexible remuneration to deduct from gross salary (kindergarten/food/transport check) - Gym & Wellness plan, including physiotherapist in the office - Generous referral Program & Charity Donation - Bonus for weddings & newborns - Wallapop Renta (Tax income support) - Monthly product advantages (Wallapop Club) - Work anniversary Gifts and Birthday Surprises - Contribution towards your WIFI in your monthly payroll - One-off payment based on compensation package to go towards setting up your home office - Relocation package (monetary support and legal advice) and visa sponsorship, if applicable - 26 holidays per year - TOP hardware of your choice (latest Apple or Windows) What does**the hiring process**for this position look like? 👀*\*\*Please, note that all interviews take place remotely over hangouts.\*\** **Intro Call** - run by talent acquisition, focus on providing more information about the role and the company as well as going over your experience, motivation, and expectations. This usually takes 45-60 minutes. **Case Study Submission** - you will be assigned a task to submit within 5 up to 7 days where you will be able to showcase your expertise for the role. **Expertise Interview** - run by the hiring team, focus on the required core skills and the ability to deliver in a given context. This usually takes 60-90 minutes. **Stakeholder Interview** - run by relevant stakeholders reflecting the reality of the context of the role, focus on the ability to collaborate & deliver in a cross-functional set-up. This usually takes 60 minutes. **Culture Interview** - run by culture interviewers, focus on adherence to Wallapop's purpose and business proposition. This usually takes 60 minutes. **Offer**- should you be the right candidate, your offer will be discussed over a call with talent acquisition and will then be confirmed in writing.