Head of Customer Service

AUTO1 Group; Madrid; Presencial; EUR 50.000 - 70.000; Jornada completa

Descripción de la vacante

A leading automotive service provider in Madrid is seeking a skilled manager to lead and develop their customer service team. This role involves managing customer service operations, contract negotiations, and strategic planning. The ideal candidate holds a degree in Business Administration and possesses strong leadership and analytical skills. The position offers a permanent contract, competitive salary, and opportunities for growth in a dynamic international environment.

Servicios

Competitive compensation package

Flexible compensation options

Access to continuous training through Auto1 Academy

Formación

• Minimum experience in leading large teams (20+ people) in customer service or after-sales.
• Strong mentality toward continuous improvement and results-oriented mindset.
• Proven experience in managing third-party contracts and negotiations.

Responsabilidades

• Lead and develop a diverse team promoting collaboration and customer-centric mindset.
• Manage relationships and contracts with workshop networks.
• Oversee analytics, reporting, and proposed improvements.

Conocimientos

Leadership

Customer Service Management

Negotiation

Analytical Skills

Process Automation

Data Visualization

Communication in English (C1)

Educación

Degree in Business Administration or related fields

MBA or complementary training

Herramientas

Freshdesk

Twilio

Google Workspace

Tableau

Redash

Descripción del empleo

Responsibilities

• Lead and develop a large and diverse team promoting collaboration, proactivity, and a customer‑centric mindset.
• Manage relationships and contracts with workshop networks, negotiating rates and overseeing KPIs and incident resolution.
• Oversee analytics and reporting across all areas, proposing improvements to optimize efficiency and quality.
• Coordinate inbound and outbound customer service operations through channels such as Freshdesk and Twilio.
• Manage online reputation (Trustpilot, Google My Business) and implement continuous improvement initiatives.
• Lead the Documentation team ensuring efficient and risk‑free vehicle transfer processes to the final customer.
• Drive process automation to reduce handling time and enhance overall customer experience.

Qualifications

• Degree in Business Administration, Economics, or related fields; MBA or complementary training is a plus.
• Experience leading large teams (20 people) in Customer Service, After‑Sales, or similarly complex environments.
• Strong continuous‑improvement mentality, strategic approach, and results orientation.
• Experience managing third‑party agreements, negotiations, and KPI tracking.
• Excellent analytical, organizational, and strategic planning skills.
• Experience in process automation and managing complex operational workflows.
• Knowledge of Freshdesk, Twilio, and the Google Workspace environment (Sheets, Drive, Analytics).
• Experience with data visualization and reporting tools (Tableau, Redash).
• C1 level of English (spoken and written).

Additional Information

• Permanent contract and competitive compensation package with real opportunities for growth based on performance.
• Flexible compensation options.
• A dynamic and diverse international environment within a fast‑growing company.
• Access to continuous training through Auto1 Academy and biannual performance evaluations.
• Department / Functional Area: Retail

Remote Work

No

Employment Type

Full‑time

Vacancy

1