Head of Customer Service - AI-Driven CX Leader
Wallapop
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Benefits offered by this job
Job summary
Wallapop is seeking a Head of Customer Service to lead and evolve our CS strategy in Barcelona. You will partner with Engineering, Product, Operations, and Marketing to bring our cross-functional CS team to the next level in a fast-paced digital marketplace.
You will lead internal CS and CX teams for C2C and Pro, manage external BPOs, and design scalable workflows while using data to inform product and service improvements.
Qualifications
- Proven leadership of CS operations in a digital/e-commerce context.
- Experience evaluating and implementing AI tools and automation in CS.
- Experience managing external BPO partnerships and SLAs.
- Strong data literacy and ability to translate metrics into actions.
- Fluent in English and Spanish, written and spoken.
Responsibilities
- Pioneer AI-enabled CS operations and modernize support workflows.
- Lead internal CS and CX teams across C2C and Pro segments.
- Manage external BPO partnerships and ensure SLA alignment.
- Design and optimize processes to scale customer service quality.
- Analyze data and user feedback to drive product/service improvements.
- Partner with Product, Tech, and Managed Marketplace teams to align CS with company OKRs.
- Foster a customer-first culture across the department.
Skills
Job description
Wallapop is seeking a Head of Customer Service to lead and evolve our CS strategy in Barcelona. You will partner with Engineering, Product, Operations, and Marketing to bring our cross-functional CS team to the next level in a fast-paced digital marketplace.
You will lead internal CS and CX teams for C2C and Pro, manage external BPOs, and design scalable workflows while using data to inform product and service improvements.
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