Head of Customer Service
WallapopSecond-hand marketplace company
Barcelona, SpainManager
Accel
New Enterprise Associates
14W
AXIS Participaciones Empresariales
Antai Ventures
Korelya Capital
Operations & Strategy
About the role
TL;DR
Lead and evolve customer experience strategy using AI and automation.
- •Wallapop is seeking a Head of Customer Service to lead and evolve their customer experience strategy.
- •This role involves partnering with cross-functional teams to elevate the customer service function using AI and automation.
- •Key Responsibilities Lead the integration of AI, automation, and intelligent routing tools to modernize customer support.
- •Direct and mentor internal Customer Service and Customer Experience teams.
- •Oversee strategic relationships and performance of external BPO partners.
- •Design, optimize, and scale customer service processes for growth.
- •Analyze customer data to identify trends and drive product/service improvements.
- •Requirements Proven track record of leading and scaling Customer Service operations in a digital environment.
- •Demonstrated interest or experience in implementing modern CS technology, including AI tools.
- •Experience overseeing external BPO vendor relationships and SLA performance.
- •Strong data literacy and problem-solving skills to translate metrics into actionable strategies.
- •Professional fluency in both English and Spanish (written and spoken).
Required skills
Vendor Management
Nice-to-have skills
Product Management
Domain expertise
ecommerce
Benefits & perks
Learning budget, Free office meals, Language lessons, Private Health Insurance, Flexible working hours, Flexible remuneration, Gym & Wellness plan, Referral Program, Charity Donation, Bonus for weddings & newborns, Tax income support, Product advantages, Work anniversary Gifts, Birthday Surprises, WIFI contribution, Home office setup payment, Relocation package, Visa sponsorship, 26 holidays per year, TOP hardware of your choice
Tech stack
JiraConfluenceSlack
