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 / Beneficios * Generous learning budget * Private Health Insurance * Adaptable 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 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) * S

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