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 C2 C 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 Versátil 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 C2 C 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 - wallapop (Barcelona)
🏢 Jobrapido
📍 Barcelona