Head of Customer Service
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* 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
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