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‑side 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…