Overview
A continuación se detalla todo lo que necesita saber sobre lo que implica esta ocasión, así como lo que se espera de los solicitantes.
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
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 xqbhyrx 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