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. This is a high-impact opportunity to shape how a fast-growing marketplace delivers trusted, frictionless support at scale.
Generous learning budget
Private Health Insurance
Adaptable working hours
Relocation package (visa sponsorship where applicable)
Office meals and language lessons
Lead AI-enabled CS operations and automation to modernize support across all user touchpoints
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
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)
AI tools for customer service
Chat automation and intelligent routing

📌 Customer Service Coordinator with Spanish (Barcelona)
🏢 Jobrapido
📍 Barcelona