Head of Customer Service
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 ru