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 pr

📌 Head of Customer Service (Barcelona)
🏢 Wallapop
📍 Barcelona