Head of Customer Service

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

Ventajas ofrecidas por este puesto de trabajo

Contrato permanente

Compensación competitiva

Oportunidades de crecimiento

Entrenamiento continuo

Descripción de la vacante

Una empresa en crecimiento busca un Head of Customer Service para liderar un equipo de atención al cliente en transformación, optimizando procesos y garantizando una experiencia excepcional para los clientes. Se requiere experiencia en liderazgo de equipos, gestión de contratos y un enfoque analítico. Se ofrece un contrato permanente y un paquete de compensación competitivo, junto con oportunidades de crecimiento y formación continua.

Formación

• Liderar equipos de atención al cliente de más de 20 personas.
• Experiencia en gestión de acuerdos de terceros.
• Enfoque estratégico y orientación a resultados.
• Habilidades excelentes de planificación y organización.
• Conocimiento en procesos de automatización.

Responsabilidades

• Desarrollar un equipo diverso y proactivo.
• Gestionar relaciones y contratos con talleres.
• Evaluar y proponer mejoras analíticas.
• Coordinar operaciones de atención al cliente.
• Gestionar la reputación online.
• Automatizar procesos para mejorar la experiencia del cliente.

Conocimientos

Mentalidad de mejora continua

Liderazgo de equipos grandes

Habilidades analíticas

Gestión de relaciones con terceros

Conocimientos de Freshdesk

Conocimientos de Twilio

Conocimientos de herramientas de visualización de datos

Inglés C1

Educación

Título en Administración de Empresas, Economía o campos relacionados

Herramientas

Google Workspace

Tableau

Redash

Descripción del empleo

Join to apply for the Head of Customer Service role at AUTO1 Group

Descripción de empresa

Are you ready to lead a Customer Service team undergoing a major transformation and take full ownership of delivering an outstanding customer experience nationwide? Do you enjoy managing teams, optimizing processes, and driving customer satisfaction in a dynamic environment where your work has real impact? At AUTOHERO, we are looking for a Head of Customer Service with strong strategic vision, proven experience leading teams, and a solid focus on operational quality. If you are passionate about customer care, issue resolution, and continuous improvement—and want to grow within a fast‑evolving sector—we’d love to meet you.

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).

Benefits

• 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.

Seniority level

Director

Employment type

Contract

Job function

Other

Location

Alcobendas, Community of Madrid, Spain