Wallapop is a Spain-based scale-up driven by the purpose to empower people to embrace a more conscious and sustainable way of consuming. Aumente sus posibilidades de conseguir una entrevista leyendo la siguiente descripción general de este puesto antes de presentar su candidatura. We believe in a world where extending the life of products and reducing environmental impact is mainstream. As Spain's leading peer-to-peer marketplace for pre-loved items, we connect millions of users every day. Powered by innovation, trust, and autonomy, we combine the positive impact of sustainability with the convenience of modern e-commerce. Our mission is to make pre-loved consumption the norm through the smart use of technology. The Challenge ð§We are looking for a Head of Customer Service to lead and evolve our customer experience strategy. In this role, you will partner closely with Engineering, Product, Operations, and Marketing to bring our cross-functional CS team to the next level. Balancing strategic vision with hands-on operational leadership, you will leverage modern AI technology,



smart automation, and real-time user insights to maximize the value we deliver to Wallapop users (both C2C and Pro). This role requires a blend of operational leadership, AI-driven strategy, and deep user empathy to solve complex challenges in a fast-paced digital ecosystem. What You Will Do ðPioneer AI & Modern CS Operations: Lead the integration of AI, automation, and intelligent routing tools to modernize customer support, streamline workflows, and enhance resolution efficiency across all user touchpoints. Lead Internal CS & CX Teams: Direct and mentor our internal Customer Service (CS) and Customer Experience (CX) teams across C2C and Pro segments, fostering a collaborative, high-impact culture focused on continuous development. Manage External BPO Partnerships: Oversee strategic relationships and day-to-day alignment with external BPO partners, ensuring partner performance seamlessly matches

📌 Head Of Customer Service (España)
🏢 Wallapop
📍 España