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Head of Customer Service

Full-time

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.

We follow a hybrid model where flexibility rules. We commit to a minimum of 6 days per month in the office.

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?

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.

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Wallapop

Head of Customer Service

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Wallapop

Head of Customer Service