Head of Customer Service - barcelona

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.

• Generous learning budget
• Private Health Insurance
• Flexible working hours
• Relocation package (visa sponsorship where applicable)
• Monthly product benefits and wellness offerings
• Office meals and language lessons

• 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

• 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)

• Strategic thinker with hands-on leadership
• Cross-functional collaboration
• Customer empathy
• AI tools for customer service
• Chat automation and intelligent routing
• Ticketing platforms and CX tech