ppJoin to apply for the bHead of Customer Service /b role at bAUTO1 Group /b /ph3Descripción de empresa /h3pAre you ready to lead a Customer Service team undergoing a major transformation and take full ownership of delivering an outstanding customer experience nationwide? Do you enjoy managing teams, optimizing processes, and driving customer satisfaction in a dynamic environment where your work has real impact? At bAUTOHERO /b, we are looking for a bHead of Customer Service /b with strong strategic vision, proven experience leading teams, and a solid focus on operational quality. If you are passionate about customer care, issue resolution, and continuous improvement—and want to grow within a fast‑evolving sector—we’d love to meet you. /ph3Responsibilities /h3ulliLead and develop a large and diverse team, promoting collaboration, proactivity, and a customer‑centric mindset. /liliManage relationships and contracts with workshop networks, negotiating rates and overseeing KPIs and incident resolution. /liliOversee analytics and reporting across all areas, proposing improvements to optimize efficiency and quality. /liliCoordinate inbound and outbound customer service operations through channels such as Freshdesk and Twilio. /liliManage online reputation (Trustpilot, Google My Business) and implement continuous improvement initiatives. /liliLead the documentation team, ensuring efficient and risk‑free vehicle transfer processes to the final customer.



/liliDrive process automation to reduce handling time and enhance overall customer experience. /li /ulh3Qualifications /h3ulliDegree in Business Administration, Economics, or related fields; MBA or complementary training is a plus. /liliExperience leading large teams (20+ people) in customer service, after‑sales, or similarly complex environments. /liliStrong continuous‑improvement mentality, strategic approach, and results orientation. /liliExperience managing third‑party agreements, negotiations, and KPI tracking. /liliExcellent analytical, organizational, and strategic planning skills. /liliExperience in process automation and managing complex operational workflows. /liliKnowledge of Freshdesk, Twilio, and the Google Workspace environment (Sheets, Drive, Analytics). /liliExperience with data visualization and reporting tools (Tableau, Redash). /liliC1 level of English (spoken and written). /li /ulh3Benefits /h3ulliPermanent contract and competitive compensation package, with real opportunities for growth based on performance. /liliFlexible compensation options. /liliA dynamic and diverse international environment within a fast‑growing company. /liliAccess to continuous training through Auto1 Academy and biannual performance evaluations. /li /ulh3Seniority level /h3pDirector /ph3Employment type /h3pContract /ph3Job function /h3pOther /ph3Location /h3pAlcobendas, Community of Madrid, Spain /p /p #J-18808-Ljbffr

📌 Head of Customer Service (Madrid)
🏢 Auto1 Group
📍 Madrid