CS Transformation & Automation Lead

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. The Challenge 🧩 As the CS Transformation & Automation Lead, you will own the end-to-end transformation of our Customer Support operations, leveraging automation, AI, and system design to materially reduce Cost-to-Serve and scale support efficiently. Working at the intersection of Customer Support, Product, and Engineering, you will drive automation, AI adoption (bots, copilots), and CRM optimization to eliminate manual work and unlock agent productivity at scale. Success in this role means delivering meaningful reductions in Average Handle Time (AHT), significantly increasing automation and self-service rates, and removing manual workflows across critical support journeys, reducing CS Cost by efficiency. What You Will Do 👇 Define the Automation Roadmap: Prioritize initiatives that reduce Cost-to-Serve and improve customer experience. Redesign Support Journeys: Identify friction points and implement scalable, data-driven solutions. Build Operational Logic: Design routing, decision trees, and AI-driven workflows across CRM and voice channels. Partner with Product & Engineering: Translate operational needs into scalable technical solutions and influence the roadmap. Drive Alignment & Execution: Own cross-team prioritization and lead smooth rollouts, including BPO readiness. Own Tooling ROI: Optimize CX tools (e.g., Zendesk) to drive automation, efficiency, and agent productivity. What We’re Looking For 🔎 Operational Experience: Background in BizOps, Product Ops, or CX Strategy in high-volume environments (Marketplace, E-commerce, SaaS). Cross-Functional Execution: Experience working closely with Product and Engineering teams. CRM Expertise: Hands-on experience with tools like Zendesk, Salesforce, or Kustomer. Technical Fluency: Strong understanding of systems, integrations, and AI/LLM applications (no coding required). Analytical Skills: Ability to build business cases and measure impact using tools like Looker, Amplitude, or Tableau (SQL is a plus). Process & Scale: Experience in process mapping and/or BPO or large-scale operations. Stakeholder Management: Ability to influence across teams and manage external partners. Languages: Spanish (fluent/native) and English (advanced) 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 : 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. Take-home test - 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.