Customer Service Director for E-commerce Platform

hace 1 semana


Barcelona, Barcelona, España Wallapop A tiempo completo

At Wallapop, we are scaling up our customer service operations to meet the growing demands of our users. We are seeking a highly skilled and experienced Customer Service Director to lead our internal teams for Customer Service (CS) and CS Experience (CX) for both C2C and Pro customer segments.

The ideal candidate will have a proven track record of managing CS teams, with a demonstrated ability to lead, mentor, and drive performance. They will be responsible for developing, implementing, and continuously improving customer service processes and procedures to drive operational excellence.

The role requires strong analytical skills, with the ability to gather, analyze, and utilize relevant data and metrics to identify trends, challenges, and opportunities for improvement. The successful candidate will also have excellent communication skills, with the ability to liaise with cross-functional teams and communicate customer feedback effectively.

In addition to their technical skills, the ideal candidate will be able to promote a customer-centric culture within their team and across the organization, driving our commitment to exceptional customer experience.

We offer a competitive salary of around €70,000 per year, depending on experience, plus a range of benefits including flexible working hours, private health insurance, and a generous learning budget.

We are an equal-opportunity employer, committed to creating an inclusive environment for all employees. Our hybrid model allows for flexibility, with a minimum of 6 days per month in the office.

We follow a collaborative approach, working together towards achieving our meaningful mission. Our perks and benefits package includes:

  • Competitive phantom shares package
  • Generous individual learning budget
  • Flexible working hours
  • Private Health Insurance
  • Gym & Wellness plan
  • Generous referral Program & Charity Donation Bonus
  • Wallapop Renta (Tax income support)
  • Monthly plan for free shipping, bumps & home-pick-up on our services
  • TOP hardware of your choice

We use Hangouts for remote interviews, which usually take place over 4-5 sessions. These include an intro call, leadership interview, case study, expertise interview, stakeholder interview, and culture interview.



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