Join to apply for the Head of Customer Service role at AUTO1 Group Descripción de empresa Are you ready to lead a Customer Service team undergoing a major transformation and take full ownership of delivering an outstanding customer experience nationwide? Do you enjoy managing teams, optimizing processes, and driving customer satisfaction in a dynamic environment where your work has real impact? At AUTOHERO, we are looking for a Head of Customer Service with strong strategic vision, proven experience leading teams, and a solid focus on operational quality. If you are passionate about customer care, issue resolution, and continuous improvement—and want to grow within a fast‑evolving sector—we’d love to meet you. Responsibilities * Lead and develop a large and diverse team, promoting collaboration, proactivity, and a customer‑centric mindset. * Manage relationships and contracts with workshop networks, negotiating rates and overseeing KPIs and incident resolution. * Oversee analytics and reporting across all areas, proposing improvements to optimize efficiency and quality.



* Coordinate inbound and outbound customer service operations through channels such as Freshdesk and Twilio. * Manage online reputation (Trustpilot, Google My Business) and implement continuous improvement initiatives. * Lead the documentation team, ensuring efficient and risk‑free vehicle transfer processes to the final customer. * Drive process automation to reduce handling time and enhance overall customer experience. Qualifications * Degree in Business Administration, Economics, or related fields; MBA or complementary training is a plus. * Experience leading large teams (20+ people) in customer service, after‑sales, or similarly complex environments. * Strong continuous‑improvement mentality, strategic approach, and results orientation. * Experience managing third‑party agreements, negotiations, and KPI tracking. * Excellent analytical, organizational, and strategic planning skills. * Experience

📌 Head of Customer Service (Madrid)
🏢 Auto1 Group
📍 Madrid