Head of Customer Service at Wallapop

Wallapop is seeking a Head of Customer Service to optimize customer service processes and ensure top-quality user experience. The role involves shaping the customer service strategy and requires a strong focus on people management and customer experience.Wallapop is a Barcelona-based scale-up committed to promoting conscious consumption. The company operates in Spain, Italy, and Portugal, offering a vast catalog of products and services.Responsibilities:

• Oversee internal Customer Service (CS) and CS Experience (CX) teams for C2C and Pro customer segments.
• Manage and coordinate with externalized CS Agents.
• Develop, implement, and improve customer service processes.
• Analyze customer service data and metrics.
• Liaise with cross-functional teams to communicate customer feedback.
• Promote a customer-centric culture.

Requirements:

• Training in Engineering, Business, or similar fields.
• Experience managing CS teams.
• Strong customer orientation and problem-solving skills.
• Analytical mindset.
• Ability to work in a dynamic environment.
• Fluency in English and Spanish.

Wallapop offers:

• Competitive phantom shares package.
• Generous individual learning budget.
• Group and individual language lessons.
• Private Health Insurance.
• Flexible working hours and intensive Fridays.
• Flexible remuneration options.
• Gym & Wellness plan.
• Generous referral program and charity donation options.
• Relocation package and visa sponsorship, if applicable.