Head of Customer Service

Wallapop

Barcelona, Catalonia

We are looking for a Head of Customer Service to lead and evolve our customer experience strategy. In this role, you will partner closely with Engineering, Product, Operations, and Marketing to bring our cross-functional CS team to the next level. Balancing strategic vision with hands-on operational leadership, you will leverage modern AI technology, smart automation, and real-time user insights to maximize the value we deliver to Wallapop users (both C2C and Pro). 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. Pioneer 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: D…

Ref. 56O7A

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