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Wallapop is Spain's leading peer-to-peer marketplace for pre-loved items, connecting millions of users daily with a mission to make sustainable consumption mainstream. The company combines innovation, trust, and autonomy to deliver modern e-commerce convenience with environmental impact.
As Head of Customer Service, you will lead the evolution of Wallapop's customer experience strategy, reporting to senior leadership and partnering closely with Engineering, Product, Operations, and Marketing. You will balance strategic vision with hands-on operational leadership, leveraging AI technology, smart automation, and real-time user insights to maximize value delivery across both C2C and Pro user segments.
Key responsibilities include:
• Pioneer AI & Modern CS Operations: Lead integration of AI, automation, and intelligent routing tools to modernize customer support, streamline workflows, and enhance resolution efficiency across all touchpoints.
• Lead Internal CS & CX Teams: Direct and mentor internal Customer Service and Customer Experience 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 performance 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 the company 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 with Managed Marketplace, Seller Tribes, Product, and Tech teams to champion the voice of the customer and align CS initiatives with company OKRs.
• Champion Customer Centricity: Cultivate a customer-first mindset across the department and advocate for user satisfaction throughout the organization.
Required qualifications: Proven track record leading and scaling Customer Service/Support operations within a digital environment, e-commerce platform, or tech scale-up. Demonstrated experience evaluating, implementing, and optimizing modern CS technology including AI tools, chat automation, and intelligent ticketing platforms. Experience overseeing external BPO vendor relationships, contract execution, and SLA performance. Strong data literacy and problem-solving skills with ability to translate complex operational metrics into actionable strategies. Professional fluency in both English and Spanish (written and spoken).
Plus factors: Prior experience in peer-to-peer or multi-sided marketplace environments. Background working with product and engineering teams to automate user-facing support workflows. Relevant academic background in Engineering, Business Administration, Information Systems, or equivalent practical leadership experience.
Wallapop operates on a hybrid model with flexibility; minimum 6 days per month in the Barcelona office. The company offers a 2k annual learning budget, free office meals, visa sponsorship for international candidates, and a competitive relocation package.
