Head of Client Service Centre

We believe in a world where extending the life of products and reducing environmental impact is mainstream.
As Spain’s leading peer-to-peer marketplace for pre-loved items, we connect millions of users every day. Powered by innovation, trust, and autonomy, we combine the positive impact of sustainability with the convenience of modern e-commerce. Our mission is to make pre-loved consumption the norm through the smart use of technology.
The Challenge ð§We are looking for a Head of Customer Service to lead and evolve our customer experience strategy. This role requires a blend of operational leadership, AI-driven strategy, and deep user empathy to solve complex challenges in a fast-paced digital ecosystem.
What You Will Do ðPioneer AI & Modern CS Operations: Lead the integration of AI, automation, and intelligent routing tools to modernize customer support, streamline workflows, and enhance resolution efficiency across all user touchpoints.
Lead Internal CS & CX Teams: Direct and mentor our internal Customer Service (CS) and Customer Experience (CX) teams across C2C and Pro segments, fostering a collaborative, high-impact culture focused on continuous development.
Oversee strategic relationships and day-to-day alignment with external BPO partners, ensuring partner performance seamlessly matches Wallapop’s quality standards, SLA targets, and customer-first values.
Drive Operational Excellence: Design, optimize, and scale customer service processes and workflows to maintain high quality as Wallapop grows.
Data-Driven Decision Making: Analyze customer interaction data, support metrics, and user feedback to identify emerging trends, pain points, and systemic product/service improvements.
What We Are Looking For ðLeadership

Experience:
Proven track record of leading and scaling Customer Service / Support operations within a digital environment, e-commerce platform, or tech scale-up.
AI & Innovation Focus: Demonstrated interest or experience evaluating, implementing, and optimizing modern CS technology, including AI tools, chat automation, and intelligent ticketing platforms.
Vendor & Partner Management: Experience overseeing external BPO vendor relationships, contract execution, and SLA performance.
Analytical Rigor: Strong data literacy and problem-solving skills—ability to translate complex operational metrics and customer feedback into actionable strategies.
Bilingual Communication: Professional fluency in both English and Spanish (written and spoken) to lead teams and present strategies across leadership functions.
Background working directly with product and engineering teams to automate user-facing support workflows.
Relevant academic background or equivalent practical leadership experience in Engineering, Business Administration, Information Systems, or related fields.
We follow a hybrid model where flexibility rules. We commit to a minimum of 6 days per month in the office. Each team self-organizes to decide on cadence and in-person/remote rituals.
We sponsor visa processes for international candidates when applicable and provide legal & admin support along the process combined with a competitive relocation package.
Additionally to the opportunity to contribute to an agile product set up and work together towards achieving our meaningful mission,

we offer
the following ð Perks &

Benefits:
Generous individual learning budget of 2k per yearFree office meals, lunch selection from different providersGroup and individual English, Catalan & Spanish lessons as part of our working dayPrivate Health Insurance with AlanFlexible

working hours
+ Intensive FridaysFlexible remuneration to deduct from gross salary (kindergarten/food/transport check)Gym & Wellness plan, including physiotherapist in the officeGenerous referral Program & Charity DonationBonus for weddings & newbornsWallapop Renta (Tax income support)Monthly product advantages (Wallapop Club)Work anniversary Gifts and Birthday SurprisesContribution towards your WIFI in your monthly payrollOne-off