Head of AI-Driven Customer Service

Wallapop; Bellprat; Híbrido; EUR 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Learning budget 2k per year

Free office meals

English, Catalan & Spanish lessons

Private Health Insurance

Flexible working hours

Relocation package + visa sponsorship

26 holidays per year

Top hardware of your choice

Descripción de la vacante

Wallapop, a Spain-based scale-up, invites an experienced Head of Customer Service to shape and lead our customer experience strategy. You will partner with Engineering, Product, Operations and Marketing to elevate CS for both C2C and Pro users.

Balancing strategic vision with hands-on leadership, you will drive AI-enabled support, optimize processes, and manage external BPO partners to meet high standards. This role is based in Barcelona with a hybrid model and a minimum in-office cadence.

Formación

• Leadership experience in scaling CS operations for digital/e-commerce environments.
• Interest or experience implementing AI tools, chat automation, and intelligent routing in CS.
• Experience managing external BPO partnerships, contracts, and SLA performance.
• Strong data literacy and ability to translate metrics into actionable strategies.
• Fluency in English and Spanish (written and spoken).

Responsabilidades

• Pioneer AI and modernization of CS operations with AI, automation, and intelligent routing tools.
• Lead internal CS and CX teams across C2C and Pro segments.
• Manage external BPO partnerships and ensure alignment with quality standards and SLAs.
• Design and scale CS processes to support growth.
• Analyze customer interactions and metrics to identify trends and improvements.
• Collaborate with Managed Marketplace, Seller Tribes, Product and Tech to reflect the voice of the customer.
• Champion a customer-centric culture across the department.

Conocimientos

Leadership Experience

AI & Innovation Focus

Vendor & Partner Management

Analytical Rigor

Bilingual Communication

Descripción del empleo

Wallapop, a Spain-based scale-up, invites an experienced Head of Customer Service to shape and lead our customer experience strategy. You will partner with Engineering, Product, Operations and Marketing to elevate CS for both C2C and Pro users.

Balancing strategic vision with hands-on leadership, you will drive AI-enabled support, optimize processes, and manage external BPO partners to meet high standards. This role is based in Barcelona with a hybrid model and a minimum in-office cadence.