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.