Head of Customer Service

About this job

<p>Wallapop is a Spain-based scale-up driven by the purpose to empower people to embrace a more conscious and sustainable way of consuming. We believe in a world where extending the life of products and reducing environmental impact is mainstream.</p>
<p>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.</p>
<p><strong>The Challenge 🧩</strong> </p>
<p>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.</p>
<p>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.</p>
<p><strong>What You Will Do 👇</strong></p>
<ul>
<li><strong>Pioneer AI & Modern CS Operations:</strong> Lead the integration of AI, automation, and intelligent routing tools to modernize customer support, streamline workflows, and enhance resolution efficiency across all user touchpoints.</li>
<li><strong>Lead Internal CS & CX Teams:</strong> 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.</li>
<li><strong>Manage External BPO Partnerships:</strong> 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.</li>
<li><strong>Drive Operational Excellence:</strong> Design, optimize, and scale customer service processes and workflows to maintain high quality as Wallapop grows.</li>
<li><strong>Data-Driven Decision Making:</strong> Analyze customer interaction data, support metrics, and user feedback to identify emerging trends, pain points, and systemic product/service improvements.</li>
<li><strong>Cross-Functional Collaboration:</strong> Partner closely with Managed Marketplace, Seller Tribes, Product, and Tech teams to champion the voice of the customer and align CS initiatives with broader company OKRs.</li>
<li><strong>Champion Customer Centricity:</strong> Cultivate a customer-first mindset across the department and advocate for user satisfaction throughout the organization.</li>
</ul>
<p><strong>What We Are Looking For 🔎</strong></p>
<ul>
<li><strong>Leadership Experience:</strong> Proven track record of leading and scaling Customer Service / Support operations within a digital environment, e-commerce platform, or tech scale-up.</li>
<li><strong>AI & Innovation Focus:</strong> Demonstrated interest or experience evaluating, implementing, and optimizing modern CS technology, including AI tools, chat automation, and intelligent ticketing platforms.</li>
<li><strong>Vendor & Partner Management:</strong> Experience overseeing external BPO vendor relationships, contract execution, and SLA performance.</li>
<li><strong>Analytical Rigor:</strong> Strong data literacy and problem-solving skills—ability to translate complex operational metrics and customer feedback into actionable strategies.</li>
<li><strong>Bilingual Communication:</strong> Professional fluency in both English and Spanish (written and spoken) to lead teams and present strategies across leadership functions.</li>
</ul>
<p><strong>What Would Be A Plus 🚀</strong> </p>
<ul>
<li>Prior experience in a peer-to-peer (C2C) or multi-sided marketplace environment.</li>
<li>Background working directly with product and engineering teams to automate user-facing support workflows.</li>
<li>Relevant academic background or equivalent practical leadership experience in Engineering, Business Administration, Information Systems, or related fields.</li>
</ul>
<p>Do note that all our jobs are 📍 Barcelona based. We follow a hybrid model where flexibility rules. We commit to a minimum of 6 days per month in the office. Each team self-organizes to decide on cadence and in-person/remote rituals.</p>
<p>Wallapop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees as we want Wallapop to be a place for everyone.</p>
<p>We sponsor visa processes for international candidates when applicable and provide legal & admin support along the process combined with a competitive relocation package.</p>
<p>Additionally to the opportunity to contribute to an agile product set up and work together towards achieving our meaningful mission, we offer the following 🍭 <strong data-redactor-tag="strong">Perks & Benefits</strong>:</p>
<ul>
<li>Generous individual learning budget of 2k per year</li>
<li>Free office meals, lunch selection from different providers</li>
<li>Group and individual English, Catalan & Spanish lessons as part of our working day</li>
<li>Private Health Insurance with Alan</li>
<li>Flexible working hours + Intensive Fridays</li>
<li>Flexible remuneration to deduct from gross salary (kindergarten/food/transport check)</li>
<li>Gym & Wellness plan, including physiotherapist in the office</li>
<li>Generous referral Program & Charity Donation</li>
<li>Bonus for weddings & newborns</li>
<li>Wallapop Renta (Tax income support)</li>
<li>Monthly product advantages (Wallapop Club)</li>
<li>Work anniversary Gifts and Birthday Surprises</li>
<li>Contribution towards your WIFI in your monthly payroll</li>
<li>One-off payment based on compensation package to go towards setting up your home office</li>
<li>Relocation package (monetary support and legal advice) and visa sponsorship, if applicable</li>
<li>26 holidays per year</li>
<li>TOP hardware of your choice (latest Apple or Windows)</li>
</ul>
<p> </p>
<p>What does<strong data-redactor-tag="strong"> the hiring process </strong>for this position look like? 👀<em>**Please, note that all interviews take place remotely over hangouts.**</em></p>
<p><strong data-redactor-tag="strong">Intro Call</strong> - run by talent acquisition, focus on providing more information about the role and the company as well as going over your experience, motivation, and expectations. This usually takes 45-60 minutes.</p>
<p><strong data-redactor-tag="strong">Case Study Submission</strong> - you will be assigned a task to submit within 5 up to 7 days where you will be able to showcase your expertise for the role.</p>
<p><strong data-redactor-tag="strong">Expertise Interview</strong> - run by the hiring team, focus on the required core skills and the ability to deliver in a given context. This usually takes 60-90 minutes.</p>
<p><strong data-redactor-tag="strong">Stakeholder Interview</strong> - run by relevant stakeholders reflecting the reality of the context of the role, focus on the ability to collaborate & deliver in a cross-functional set-up. This usually takes 60 minutes.</p>
<p><strong>Culture Interview</strong> - run by culture interviewers, focus on adherence to Wallapop's purpose and business proposition. This usually takes 60 minutes. </p>
<p><strong data-redactor-tag="strong">Offer </strong>- should you be the right candidate, your offer will be discussed over a call with talent acquisition and will then be confirmed in writing.</p>