Head of 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 Wallapop continues to grow, our need for an exceptional Head of Customer Service grows with us. We're on the hunt for a talented professional who can help streamline our customer service processes while ensuring that our users receive top-quality service. We are seeking a forward-thinking and innovative Head of Customer Service who can leverage data and insights to continuously enhance the customer experience in our marketplace. As our Head of Customer Service, you will have the opportunity to shape our customer service strategy, ensuring our users' journey is nothing short of excellent. This role requires a keen focus on both people management and customer experience, a dynamic balance that we believe drives our success.

To be successful in this dynamic and often ambiguous environment, you should be a self-starter, comfortable with facing challenges, and skilled in problem-solving.

What You Will Do 👇

• Oversee our internal teams for Customer Service (CS) and CS Experience (CX) for both C2C and Pro customer segments, providing guidance, mentoring, and feedback to foster professional growth
• Manage relationships and coordinate with externalized CS Agents, ensuring their work aligns with our quality standards and customer service goals
• Develop, implement, and continuously improve customer service processes and procedures to drive operational excellence
• Analyze customer service data and metrics to identify trends, challenges, and opportunities for improvement
• Liaise with cross-functional teams (especially Managed Marketplace and Seller tribes) to communicate customer feedback and ensure alignment between customer service and the wider business objectives
• Promote a customer-centric culture within your team, and across the organization, driving our commitment to exceptional customer experience

What We’re Looking For 🔎

• Training in Engineering, Business, or similar disciplines
• Previous experience managing CS teams, with a demonstrated ability to lead, mentor, and drive performance
• Strong customer orientation with proven problem-solving skills
• An analytical mindset with the ability to gather, analyze, and utilize relevant data and metrics
• Ability to work in a dynamic environment and manage multiple tasks and priorities
• Fluency in both English and Spanish

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 Cigna
• Flexible working hours + short 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
• Workiversary 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.

Leadership Interview - run by the hiring manager, focus on leadership and/or management skills aligned with the role requirements. This usually takes 45-60 minutes.

Case Study - you will be assigned a task to submit within 5 up to 7 days where you will be able to showcase your expertise / technical skills required for the role.

Expertise Interview - run by the hiring team, focus on the required core skills and the ability to deliver in a given context. This usually takes 60-90 minutes.

Stakeholder Interview - run by relevant stakeholders reflecting the reality of the context of the role, focus on the ability to collaborate & deliver in a cross-functional set-up. This usually takes 60 minutes.

Culture Interview - run by culture interviewers, focus on adherence to Wallapop's purpose and business proposition. This usually takes 60 minutes. 

Offer - should you be the right candidate, your offer will be discussed over a call with talent acquisition and will then be confirmed in writing.