Overview

In this role you will lead Wallapop’s customer experience strategy, partnering with Engineering, Product, Operations, and Marketing to elevate cross-functional CS capabilities. You will drive AI-enabled service operations, intelligent routing, and real-time user insights to improve outcomes for both C2C and Pro users. You’ll balance strategic vision with hands-on leadership, scaling processes while maintaining a customer-first culture. This is a high-impact opportunity to shape how a fast-growing marketplace delivers trusted, frictionless support at scale.

Compensaciones / Beneficios

- Generous learning budget
- Private Health Insurance
- Adaptable working hours
- Relocation package (visa sponsorship where applicable)
- Monthly product benefits and wellness offerings
- Office meals and language lessons

Responsabilidades
- Lead AI-enabled CS operations and automation to modernize support across all user touchpoints
- Direct and mentor internal CS and CX teams for C2C and Pro segments
- Oversee external BPO partnerships, ensuring performance aligns with quality standards and SLAs
- Design, optimize,



and scale customer service workflows to sustain quality as the business grows
- Analyze customer interaction data and feedback to identify trends and drive product/service improvements
- Collaborate with Managed Marketplace, Seller Tribes, Product, and Tech to amplify the voice of the customer and align CS with company OKRs
- Champion a customer-centric culture across the organization

Requisitos principales
- Proven leadership and scaling of CS/Suport operations in digital environments, e-commerce, or tech scale-ups
- Experience evaluating and implementing modern CS technology, including AI tools, chat automation, and intelligent ticketing
- Experience managing external BPO vendors, contracts, and SLA performance
- Strong data literacy and problem-solving skills to translate metrics into actions
- Professional fluency in English and Spanish (written and spoken)

- Strategic thinker with hands-on leadership
- Cross-functional collaboration
- Customer empathy
- AI tools for customer service
- Chat automation and intelligent routing
- Ticketing platforms and CX tech

📌 Head of Customer Service - barcelona
🏢 Wallapop
📍 Barcelona