Business Analyst Customer Service

Wallapop is a Barcelona based scale-up driven by the purpose to empower people to embrace a more conscious and human way of consumption. We believe in a world where collaborative economy is mainstream. This is what drives us.

Wallapop operates in Spain, Italy and Portugal, offering a catalogue of several hundreds of millions of products and services. Powered by technical innovation and continuous improvement, we bring together the scale & trust of classifieds with the marketplace's convenience & reach. Our mission is to enable a connected trade ecosystem, making 2nd-hand the norm through smart use of technology.

Backed by top investors such as Accel, Insight Partners & Naver Corp we bring our total valuation to 806 million EUR and are embarking on our international journey with the aim to become the world's best unique goods trading platform.

**The Challenge**

As a Business Analyst within the Customer Service team you will turn operational data into actionable insights that support efficiency, quality, and service evolution. While
strategic planning, tooling, and process ownership are led by the CS Operational Efficiency Manager, this role focuses on analysing day-to-day performance, identifying tactical improvement opportunities, and informing operational decisions with precision and agility.
You will support the optimisation of KPIs, resource usage, and service delivery, helping Customer Service teams (internal and BPO) adapt to emerging needs and drive incremental performance gains.

**What You Will Do**
- Define, monitor and analyse KPIs to identify operational inefficiencies, uncover service gaps, and translate data into actionable dashboards and optimisation opportunities.
- Create, maintain and oversee the Operational Efficiency analytical package (a set of dashboards and reports to enable recurring business performance monitoring and insights sharing)
- Support budgeting and operational decisions made by the CS team by delivering data-driven insights: perform data validation, deep-dive cost and root-cause analysis.
- Collaborate cross-functionally with CS leadership, BPOs, and partner teams to test and prioritise operational improvements, aligning initiatives with customer experience and business impact.

**What We're Looking For**
- Bachelor or MsC degree in engineering, mathematics, statistics or similar,
- 2+ years experience in operational business analysis and building compelling business cases
- Proficiency in SQL and spreadsheets (Excel or Google Sheets), capable of querying and structuring large datasets.
- Strong communication skills, problem-solving mindset and high attention to detail with the ability to present findings in a clear, structured manner to stakeholders.
- Fluent in Spanish and English

**What Would Be A Plus**
- Experience working within an eCommerce or Marketplace platform.
- Experience working within the Customer Service domain.
- Experience with visualisation tools (Looker preferably).

Do note that all our jobs are Barcelona based. 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.

Wallapop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees as we want Wallapop to be a place for everyone.

Additionally to the opportunity to contribute to an agile product set up and work together towards achieving our meaningful mission, we offer the following **Perks & Benefits**:

- Competitive phantom shares package for all employees
- Generous individual learning budget of 2k per year
- Group and individual English, Catalan & Spanish lessons as part of our working day
- Private Health Insurance with Alan
- Flexible working hours + intensive Fridays
- Flexible remuneration to deduct from gross salary (kindergarten/food/transport check)
- Gym & Wellness plan, including physiotherapist in the office
- Generous referral Program & Charity Donation
- Bonus for weddings & newborns
- Wallapop Renta (Tax income support)
- Monthly plan for free shipping, bumps & home-pick-up on our services
- Work anniversary Gifts and Birthday Surprises
- Contribution towards your WIFI in your monthly payroll
- One-off payment based on compensation package to go towards setting up your home office
- Relocation package (monetary support and legal advice) and visa sponsorship, if applicable
- 26 holidays per year
- TOP hardware of your choice (latest Apple or Windows)

What does** the hiring process**for this position look like? _**Please, note that all interviews take place remotely over hangouts.**_

**Intro Call** - run by talent acquisition, focus on providing more information about the role and the company as well as going over your experience, motivation, and expectations. This usually takes 45-60 minutes.

**Case Study Submission** - you will be assigned a task to submit within 5 up to 7 days