Head of Customer Service, Wallapop
Offers a phantom shares package
More information about location
4+ days a week in office
Mobile marketplace for secondhand goods
Open for applications
Mobile marketplace for secondhand goods
201-500 employees
Open for applications
Offers a phantom shares package
More information about location
4+ days a week in office
201-500 employees
Company mission
Wallapop's mission is to enable a connected trade ecosystem, making 2nd-hand the norm through smart use of technology.
Role
Who you are
- 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
What the job involves
- 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
- 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
Application process
- 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
Our take
Wallapop has its sights set on becoming a major player in the second hand goods marketplace sector. The hyper-local marketplace helps connect sellers with buyers, much in the style of craigslist or eBay, but with a cleaner and more intuitive mobile-first approach.
Looking at transaction volume, Wallapop beats both Amazon and Ebay in its native Spain, where it has tapped into an increasingly popular consumer trend of mobile shopping, as well as both economic- and environmental-peaked interest in second hand. After a false start in the US market, the company's steps towards international expansion have been slowed - but it does have a modest UK presence and its eyes on much of the EU.
Focusing on the EU could prove to be a smart strategy. The size and popularity of its fashion resale second hand market is rapidly increasing, powered along by the runaway success of apps like Vinted, Depop, and Vestiaire Collective. Wallapop has secured impressive investment that will support existing operations and expansion in Italy, Spain, and Portugal, as well as funding developments in data science and other R&D.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 8 rounds)
Feb 2024
$21.7m
SERIES G
Jan 2023
$87.4m
SERIES G
Total funding: $447.8m
Company benefits
- Welcome Package with top hardware of your choice (latest Apple or Windows)
- 2k individual learning budget per year
- Competitive phantom shares package for all employees
- English/Spanish lessons as part of our working day
- Team trainings
- Access to our Wallalibrary
- Flexible working hours + intensive Fridays. Flexitime
- Private Health Insurance (Cigna)
- Andjoy Subscription giving access to a variety of fitness & wellness activities
- Flexible remuneration to deduct from gross salary (kindergarten/food/transport check)
- Extended newborn & adoption leave
- Bonus for weddings & newborns
- 26 days of annual leave
- Monthly plan for free Shipping, bumps & home-pick-up on our services
- Referral Program & Charity Donation
- Wallarenta (Tax Income Support)
- Wallanniversary loyalty program
- Team Building activities
- Team Breakfasts/Dinners
- Free office (virtual) sports classes
- Offsite trips
- 30EUR monthly towards your WIFI as part of your monthly payroll transfer
- One-off payment in your first payroll based on compensation package to go towards setting up your wallahome office
- Modern and inspirational office space with stunning views and a sunny terrace. All built with sustainable and recyclable materials!
- Free Happy Lunch from Monday to Thursday delivered directly to the office
- Gaming Room
- Wallaphysio
- Fruit and coffee
Company values
- ONE TEAM (communicative, trust, inclusive) - Collaboration & respect are fundamental to working towards our common goal.
- AIM FOR SIMPLICITY (intentional, uncomplicated, humble) - We focus above all on the essential value we offer to our users.
- LEARN & GROW (constructive, feedback, curious) - We learn from our mistakes & successes and are empowered to evolve as individuals & therefore as a team.
- DREAM & DELIVER (creative, impactful, pragmatic) - We innovate to deliver an outstanding experience and we’re not afraid of taking risks.
Company HQ
El Clot, Barcelona, Spain
Articles
Leadership
Miguel Vicente
(Co-Founder)Chairman and Founder of Tech Barcelona. Chairman and Co-Founder of Antai Ventures. Has also co-founded Glovo and LetsBonus.
Gerard Olivé
(Co-Founder)Co-CEO and Co-Founder of Antai Ventures. Co-founded the INCLIMO Climate Tech Fund. Also founded BeRepublic and Glovo.
Salary benchmarks
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