Head of Customer Service

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. 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 🧩  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 👇 • Pioneer 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 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. • Cross-Functional Collaboration: 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. • Champion Customer Centricity: Cultivate a customer-first mindset across the department and advocate for user satisfaction throughout the organization. What We Are Looking For 🔎 • Leadership Experience: Proven track record of leading and scaling Customer Service / Support operations within a digital environment, e-commerce platform, or tech scale-up. • AI & Innovation Focus: Demonstrated interest or experience evaluating, implementing, and optimizing modern CS technology, including AI tools, chat automation, and intelligent ticketing platforms. • Vendor & Partner Management: Experience overseeing external BPO vendor relationships, contract execution, and SLA performance. • Analytical Rigor: Strong data literacy and problem-solving skills—ability to translate complex operational metrics and customer feedback into actionable strategies. • Bilingual Communication: Professional fluency in both English and Spanish (written and spoken) to lead teams and present strategies across leadership functions. What Would Be A Plus 🚀  • Prior experience in a peer-to-peer (C2C) or multi-sided marketplace environment. • Background working directly with product and engineering teams to automate user-facing support workflows. • Relevant academic background or equivalent practical leadership experience in Engineering, Business Administration, Information Systems, or related fields. 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. 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. We sponsor visa processes for international candidates when applicable and provide legal & admin support along the process combined with a competitive relocation package. Additionally to the opportunity to contribute to an agile product set up and work together towards achieving our meaningful mission, we offer the following 🍭 Perks & Benefits: • Generous individual learning budget of 2k per year • Free office meals, lunch selection from different providers • Group and individual English, Catalan & Spanish lessons as part of our working day • Private Health Insurance with Alan • Flexible working hours + Intensive Fridays • Flexible remuneration to deduct from gross salary (kindergarten/food/transport check) • Gym & Wellness plan, including physiotherapist in the office • Generous referral Program & Charity Donation • Bonus for weddings & newborns • Wallapop Renta (Tax income support) • Monthly product advantages (Wallapop Club) • Work anniversary Gifts and Birthday Surprises • Contribution towards your WIFI in your monthly payroll • One-off payment based on compensation package to go towards setting up your home office • Relocation package (monetary support and legal advice) and visa sponsorship, if applicable • 26 holidays per year • TOP hardware of your choice (latest Apple or Windows)   What does the hiring process for this position look like? 👀**Please, note that all interviews take place remotely over hangouts.** Intro Call - 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. Case Study Submission - 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. Expertise Interview - 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. Stakeholder Interview - 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. Culture Interview - run by culture interviewers, focus on adherence to Wallapop's purpose and business proposition. This usually takes 60 minutes.  Offer - should you be the right candidate, your offer will be discussed over a call with talent acquisition and will then be confirmed in writing.