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 / BeneficiosGenerous learning budgetPrivate Health InsuranceFlexible working hoursRelocation package (visa sponsorship where applicable)Monthly product benefits and wellness offeringsOffice meals and language lessons ResponsabilidadesLead AI-enabled CS operations and automation to modernize support across all user touchpointsDirect and mentor internal CS and CX teams for C2C and Pro segmentsOversee external BPO partnerships, ensuring performance aligns with quality standards and SLAsDesign, optimize,



and scale customer service workflows to sustain quality as the business growsAnalyze customer interaction data and feedback to identify trends and drive product/service improvementsCollaborate with Managed Marketplace, Seller Tribes, Product, and Tech to amplify the voice of the customer and align CS with company OKRsChampion a customer-centric culture across the organization Requisitos principalesProven leadership and scaling of CS/Suport operations in digital environments, e-commerce, or tech scale-upsExperience evaluating and implementing modern CS technology, including AI tools, chat automation, and intelligent ticketingExperience managing external BPO vendors, contracts, and SLA performanceStrong data literacy and problem-solving skills to translate metrics into actionsProfessional fluency in English and Spanish (written and spoken)Strategic thinker with hands-on leadershipCross-functional collaborationCustomer empathyAI tools for customer serviceChat automation and intelligent routingTicketing platforms and CX tech

📌 Head of Customer Service (Barcelona)
🏢 Jobrapido
📍 Barcelona