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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.

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.

Oversee strategic relationships and day-to-day alignment with external BPO partners, ensuring partner performance seamlessly matches Wallapop's quality standards, SLA targets, and customer-first values.

Drive Operational Excellence: Design, optimize, and scale customer service processes and workflows to maintain high quality as Wallapop grows.

Data-Driven Decision Making: Analyze customer interaction data, support metrics, and user feedback to identify emerging trends, pain points, and systemic product/service improvements.

What We Are Looking For ðLeadership Experience: Proven track record of leading and scaling Customer Service / Support operations with

📌 Customer Services Planning Leader (Cataluña)
🏢 Wallapop
📍 Cataluña