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Head of Customer Service

role at

AUTO1 Group
Descripción de empresa

Are 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

AUTOHERO , we are looking for a

Head of Customer Service

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.
Responsibilities

Lead and develop a large and diverse team, promoting collaboration, proactivity, and a customer‑centric mindset.
Manage relationships and contracts with workshop networks, negotiating rates and overseeing KPIs and incident resolution.
Oversee analytics and reporting across all areas, proposing improvements to optimize efficiency and quality.




Coordinate inbound and outbound customer service operations through channels such as Freshdesk and Twilio.
Manage online reputation (Trustpilot, Google My Business) and implement continuous improvement initiatives.
Lead the documentation team, ensuring efficient and risk‑free vehicle transfer processes to the final customer.
Drive process automation to reduce handling time and enhance overall customer experience.
Qualifications

Degree in Business Administration, Economics, or related fields; MBA or complementary training is a plus.
Experience leading large teams (20+ people) in customer service, after‑sales, or similarly complex environments.
Strong continuous‑improvement mentality, strategic approach, and results orientation.
Experience managing third‑party agreements, negotiations, and KPI tracking.
Excellent analytical, organizational, and strategic planning skills.
Experience in process autom

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