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 ð§We are looking for a Head of Customer Service to lead and evolve our customer experience strategy. 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 ðPioneer 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.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.What We Are Looking For ðLeadership 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.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.We follow a hybrid model where flexibility rules. We commit to a minimum of 6 days per month in the office.



Each team self-organizes to decide on cadence and in-person/remote rituals.We sponsor visa processes for international candidates when applicable and provide legal & admin support along the process combined with a competitive relocation package.Additionally to the opportunity to contribute to an agile product set up and work together towards achieving our meaningful mission, we offer the following ð Perks &

• Benefits:Generous individual learning budget of 2k per yearFree office meals, lunch selection from different providersGroup and individual English, Catalan &

• Spanish lessons as part of our working dayPrivate Health Insurance with AlanFlexible working hours + Intensive FridaysFlexible remuneration to deduct from gross salary (kindergarten/food/transport check)Gym &

• Wellness plan, including physiotherapist in the officeGenerous referral Program &

• Charity DonationBonus for weddings & newbornsWallapop Renta (Tax income support)Monthly product advantages (Wallapop Club)Work anniversary Gifts and Birthday SurprisesContribution towards your WIFI in your monthly payrollOne-off payment based on compensation package to go towards setting up your home officeRelocation package (monetary support and legal advice) and visa sponsorship, if applicable26 holidays per yearTOP hardware of your choice (latest Apple or Windows)What does the hiring process for this position look like? ðPlease, note that all interviews take place remotely over hangouts.Intro Call - run by talent acquisition, focus on providing more information about the role and the company as well as going over your experience, motivation, and expectations.

Culture

Interview - run by culture interviewers, focus on adherence to Wallapop's purpose and business proposition. Offer - should you be the right candidate, your offer will be discussed over a call with talent acquisition and will then be confirmed in writing.

📌 Service Development Co-ordinator (Barcelona)
🏢 Wallapop
📍 Barcelona