Head of Customer Service

Head of Customer Service at Wallapop.

About the role Wallapop is on the lookout for a Head of Customer Service who will spearhead the evolution of its customer experience strategy. This pivotal role requires collaboration with various departments, including Engineering, Product, Operations, and Marketing, to enhance the effectiveness of the cross-functional customer service team. The ideal candidate will blend strategic foresight with practical operational leadership, leveraging AI technologies and real-time insights to deliver exceptional value to all Wallapop users.

Key facts

Location: Barcelona, Spain (hybrid model, requiring a minimum of 6 days in the office each month)

Engagement: Full-time

What you'll do

• Implement AI-driven solutions, automation, and smart routing to transform customer support, enhancing efficiency in all user interactions.
• Lead and nurture both internal Customer Service and Customer Experience teams, focusing on collaboration and a positive work culture across C2C and Pro segments.
• Cultivate and manage relationships with external BPO partners, ensuring their performance aligns with Wallapop's high standards and customer-centric values.
• Design, refine, and expand customer service processes and workflows to sustain quality as the organization scales.
• Examine customer interaction data, support metrics, and user feedback to uncover trends and pinpoint opportunities for product or service enhancements.
• Collaborate with Managed Marketplace, Seller Tribes, Product, and Tech teams to ensure the customer's voice is represented and that customer service initiatives align with overall company goals.
• Promote a customer-first philosophy throughout the department, advocating for user satisfaction across the entire organization.
• Develop training programs and resources to empower team members, ensuring they are equipped to deliver outstanding service.

Requirements

• Proven experience in leading and scaling Customer Service or Support operations within a digital, e-commerce, or tech scale-up context.
• A keen interest or background in assessing, implementing, and optimizing contemporary customer service technologies, including AI applications, chat automation, and intelligent ticketing systems.
• Experience in managing relationships with external BPO vendors, overseeing contract execution, and ensuring SLA compliance.
• Strong analytical and problem-solving abilities, with a knack for converting complex data and feedback into actionable strategies.
• Fluency in both English and Spanish, with excellent written and verbal communication skills.
• A track record of driving customer satisfaction initiatives and improving service delivery metrics.

Nice to have

• Experience in a peer-to-peer (C2C) or multi-sided marketplace environment.
• Familiarity with collaborating directly with product and engineering teams to streamline user-facing support workflows.
• An academic background or equivalent practical experience in fields such as Engineering, Business Administration, Information Systems, or similar disciplines.

Skills & tools

• Proficiency in customer service management software and tools, including AI-driven platforms.
• Strong understanding of data analytics and reporting tools to monitor performance and derive insights.
• Excellent interpersonal skills to foster collaboration across departments and with external partners.
• Ability to adapt to a fast-paced, dynamic work environment while maintaining a focus on customer satisfaction.

Practical notes

• Wallapop offers visa sponsorship and a comprehensive relocation package for international applicants.
• Benefits include a €2,000 annual learning budget, complimentary office meals, language courses (English, Catalan, Spanish), private health insurance with Alan, flexible working hours, intensive Fridays, and various flexible remuneration options (such as childcare, food, and transport vouchers).
• Additional perks include a gym and wellness plan, referral bonuses, wedding and newborn gifts, tax income support (Wallapop Renta), monthly product benefits (Wallapop Club), work anniversary gifts, birthday surprises, a contribution for WIFI, a one-time payment for home office setup, and 26 vacation days annually.
• Employees are provided with top-of-the-line hardware, including the latest Apple or Windows devices.
• The hiring process consists of an introductory call (45-60 minutes), a case study submission (5-7 days), an expertise interview (60-90 minutes), a stakeholder interview (60 minutes), and a culture interview (60 minutes). All interviews are conducted remotely via Hangouts.

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