--- title: 'Head of Customer Service at Wallapop' canonical: 'https://feeny.ai/job/head-of-customer-service-wallapop-barcelona-v04enjce4h2b' type: 'job' last_seen: '2026-09-08' --- # Head of Customer Service at Wallapop - **Company:** Wallapop - **Location:** Barcelona, Spain - **Posted:** 2024-11-28 - **Last confirmed live:** 2026-09-08 - **Apply:** https://job-boards.eu.greenhouse.io/wallapop/jobs/4474343101 ## Job description Wallapop is a Spain-based scale-up driven by the purpose to empower people to embrace a more conscious and sustainable way of consuming. We believe in a world where extending the life of products and reducing environmental impact is mainstream. As Spain’s leading peer-to-peer marketplace for pre-loved items, we connect millions of users every day. Powered by innovation, trust, and autonomy, we combine the positive impact of sustainability with the convenience of modern e-commerce. Our mission is to make pre-loved consumption the norm through the smart use of technology. The Challenge 🧩 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. ## What You Will Do 👇 - 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: Direct and mentor our internal Customer Service (CS) and Customer Experience (CX) teams across C2C and Pro segments, fostering a collaborative, high-impact culture focused on continuous development. - Manage External BPO Partnerships: Oversee strategic relationships and day-to-day alignment with external BPO partners, ensuring partner performance seamlessly matches Wallapop’s quality standards, SLA targets, and customer-first values. - Drive Operational Excellence: Design, optimize, and scale customer service processes and workflows to maintain high quality as Wallapop grows. - Data-Driven Decision Making: Analyze customer interaction data, support metrics, and user feedback to identify emerging trends, pain points, and systemic product/service improvements. - Cross-Functional Collaboration: Partner closely with Managed Marketplace, Seller Tribes, Product, and Tech teams to champion the voice of the customer and align CS initiatives with broader company OKRs. - Champion Customer Centricity: Cultivate a customer-first mindset across the department and advocate for user satisfaction throughout the organization. ## What We Are Looking For 🔎 - Leadership Experience: Proven track record of leading and scaling Customer Service / Support operations within a digital environment, e-commerce platform, or tech scale-up. - AI & Innovation Focus: Demonstrated interest or experience evaluating, implementing, and optimizing modern CS technology, including AI tools, chat automation, and intelligent ticketing platforms. - Vendor & Partner Management: Experience overseeing external BPO vendor relationships, contract execution, and SLA performance. - Analytical Rigor: Strong data literacy and problem-solving skills—ability to translate complex operational metrics and customer feedback into actionable strategies. - Bilingual Communication: Professional fluency in both English and Spanish (written and spoken) to lead teams and present strategies across leadership functions. What Would Be A Plus 🚀 - Prior experience in a peer-to-peer (C2C) or multi-sided marketplace environment. - Background working directly with product and engineering teams to automate user-facing support workflows. - Relevant academic background or equivalent practical leadership experience in Engineering, Business Administration, Information Systems, or related fields. 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. We sponsor visa processes for international candidates when applicable and provide legal & admin support along the process combined with a competitive relocation package. 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: - Generous individual learning budget of 2k per year - Free office meals, lunch selection from different providers - 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 product advantages (Wallapop Club) - 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 where you will be able to showcase your expertise 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. ## About Wallapop ## Company Overview - **One-liner**: Wallapop is a mobile-based C2C secondhand marketplace platform that connects millions of users to buy and sell pre-owned goods, promoting a sustainable consumption model. - **Entity Type**: Private (Acquired by Naver Corporation in August 2025) - **Headquarters**: Barcelona, Spain - **Founded**: 2013 - **Founders**: Gerard Olivé, Agustín Gómez, Miguel Vicente, Lluís Saleta ## Core Business - **Primary industry/industries**: Technology, Information and Internet; C2C Marketplace; Secondhand Goods - **Target customers**: B2C (individual consumers) and B2B (professional sellers); primarily focused on Spain, Italy, and Portugal - **Mission or purpose statement**: To create a unique inventory ecosystem of reused products that facilitates a more humane and sustainable consumption model, promoting a more dynamic and efficient economy while loving diversity. ## Products & Services - **Wallapop Marketplace**: A mobile-first platform for buying and selling secondhand goods across all categories, from household items to electronics. It uses location-based matching, real-time chat, user rating systems, and AI-based recommendation algorithms. - **Wallapop Envíos**: An integrated shipping service that offers users delivery solutions for items purchased on the platform. - **Pro Seller Subscriptions**: A subscription-based service for professional sellers, offering enhanced features and tools for high-volume merchants. - **Wallapop Motors**: A dedicated vertical for used cars, which has become a market-leading segment for the company. ## Market Standing - **Valuation/Market Cap**: The acquisition by Naver was valued at EUR 377 million (approx. KRW 604.5 billion) for an additional 70.5% stake, implying a total enterprise value of ~EUR 535 million. Prior to acquisition, total funding was $448.1M. - **Key Metric**: Annual Revenue of $76.9 million; Total Funding of $448.1 million; 19 million monthly active users; over 100 million listings annually. - **Notable Investors/Partners**: Naver Corporation (parent company), Korelya Capital, Mangrove Capital, Northzone, Eight Roads Ventures, Next Tech Fund. - **Growth Signals**: Acquired by Naver in August 2025, signaling a major strategic shift. Expanded into Italy (2021) and Portugal (2022). Headcount grew +4.7% YoY to 315 employees. The used car vertical (Motors) is a market leader in Spain. ## Competitive Advantages - **Dominant Market Position**: Spain’s largest C2C platform with a household name and a strong user base of 19 million MAUs. - **Tech-Forward UX**: AI-powered recommendations, location-based matching, and a strong mobile-first experience differentiate it from traditional classifieds. - **Naver Technology Backing**: Post-acquisition, Wallapop will integrate Naver’s advanced search, advertising, payments, and AI technologies, creating a significant competitive moat. - **Circular Economy Trend**: Capitalizes on the growing global interest in sustainability and the circular economy, which drives user acquisition and retention. ## Strategic Focus - **Integration with Naver**: The primary focus is integrating Naver’s technology stack (AI, search, payments, advertising) to enhance the platform and create new user experiences. - **European Expansion**: Continue to grow its footprint in Southern Europe (Spain, Italy, Portugal) and potentially beyond, leveraging Naver’s global C2C network (which includes Poshmark, KREAM, SODA). - **Vertical Specialization**: Deepening its presence in verticals like used cars (Motors) and refurbished electronics. - **Monetization Diversification**: Growing revenue from transaction fees, shipping, advertising, and pro seller subscriptions. ## Why Work Here - **Culture & Mission**: Strong focus on sustainable consumption, diversity, and community. The company describes itself as “conscious and humane.” - **Work Environment**: A stunning, sustainable office in Barcelona with a sunny terrace, free lunches, coffee, and fruit. Team events and offsite trips are common. - **Compensation & Benefits**: Competitive salaries (e.g., iOS Engineer ~€51,668/yr, QA Lead ~€65,000/yr). Benefits include: - EUR 2,000 annual learning budget - Custom hardware setup (latest Apple or Windows) - In-house language lessons (English, Spanish, Catalan) - Flexible schedule & “intensive Fridays” - 26 days of annual leave - Private health insurance - Urban Sports Club fitness subscription - WIFI & home office allowance - Tax Support - **Engineering Culture**: Data-driven with a focus on AI/ML (MLOps, Data Science, Search). Strong emphasis on personal growth with a dedicated learning budget. - **Diversity & Inclusion**: Explicitly states they are an equal-opportunity employer committed to building a diverse and inclusive team. - **Employer Rating**: 3.8/5.0 on Glassdoor (122 reviews), with Work-Life and Culture both scoring 3.8. ## Sources 1. [about.wallapop.com](https://about.wallapop.com/en/) 2. [job-boards.eu.greenhouse.io](https://job-boards.eu.greenhouse.io/wallapop) 3. [linkedin.com](https://es.linkedin.com/company/wallapop) 4. [navercorp.com](https://www.navercorp.com/media/pressReleasesDetail?seq=33164) 5. 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