Wallapop is a Barcelona based scale-up driven by the purpose to empower people to embrace a more conscious and human way of consumption. We believe in a world where collaborative economy is mainstream. This is what drives us. ?

Wallapop operates in Spain, Italy and Portugal, offering a catalogue of several hundreds of millions of products and services. Powered by technical innovation and continuous improvement, we bring together the scale & trust of classifieds with the marketplace’s convenience & reach. ? Our mission is to enable a connected trade ecosystem, making 2nd-hand the norm through smart use of technology.

The Challenge ?

As the CS Transformation & Automation Lead, you will own the end-to-end transformation of our Customer Support operations, leveraging automation, AI, and system design to materially reduce Cost-to-Serve and scale support efficiently.

Working at the intersection of Customer Support, Product, and Engineering, you will drive automation, AI adoption (bots, copilots), and CRM optimization to eliminate manual work and unlock agent productivity at scale.





Success in this role means delivering meaningful reductions in Average Handle Time (AHT), significantly increasing automation and self-service rates, and removing manual workflows across critical support journeys, reducing CS Cost by efficiency.

What You Will Do ?
- Define the Automation Roadmap: Prioritize initiatives that reduce Cost-to-Serve and improve customer experience.
- Redesign Support Journeys: Identify friction points and implement scalable, data-driven solutions.
- Build Operational Logic: Design routing, decision trees, and AI-driven workflows across CRM and voice channels.
- Partner with Product & Engineering: Translate operational needs into scalable technical solutions and influence the roadmap.
- Drive Alignment & Execution: Own cross-team prioritization and lead smooth rollouts, including BPO readiness.
- Own Tooling ROI: Optimize CX tools (e.g., Zendesk) to drive automa

📌 CS Transformation (Barcelona)
🏢 Wallapop
📍 Barcelona