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 / Incentivos Generous learning budget

Private Health Insurance

Flexible 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