Head of Customer Service (E-commerce)

TL;DR

Head of Customer Service (E-commerce): Leading and evolving the customer experience strategy for a peer-to-peer marketplace with an accent on AI integration and operational scaling. Focus on modernizing support workflows via automation, managing BPO partnerships, and aligning CS initiatives with product and engineering goals.

Location: Barcelona, Spain (Hybrid: minimum 6 days per month in office). Relocation and visa sponsorship available.

Company

A Spain-based scale-up and leading peer-to-peer marketplace for pre-loved items.

What you will do

• Lead the integration of AI, automation, and intelligent routing tools to modernize customer support.
• Direct and mentor internal Customer Service (CS) and Customer Experience (CX) teams.
• Manage strategic relationships and SLA performance with external BPO partners.
• Design, optimize, and scale customer service processes to maintain high quality during growth.
• Analyze customer interaction data and metrics to drive systemic product and service improvements.
• Collaborate with Product and Tech teams to champion the voice of the customer and align with company OKRs.

Requirements

• Proven track record of leading and scaling CS/Support operations in a digital environment or tech scale-up.
• Experience implementing modern CS technology, including AI tools and chat automation.
• Experience overseeing external BPO vendor relationships and contract execution.
• Strong data literacy and ability to translate operational metrics into actionable strategies.
• Professional fluency in both English and Spanish (written and spoken).
• Must be based in or be able to relocate to Barcelona, Spain.

Nice to have

• Prior experience in a peer-to-peer (C2C) or multi-sided marketplace environment.
• Background collaborating with product and engineering teams to automate support workflows.
• Academic background in Business Administration, Information Systems, or Engineering.

Culture & Benefits

• Hybrid work model with flexible hours and intensive Fridays.
• Learning budget of 2k per year and language lessons (English, Catalan, Spanish).
• Private health insurance and wellness plan with an in-office physiotherapist.
• Comprehensive relocation package and visa sponsorship for international candidates.
• Free office meals, contribution towards WIFI, and one-off home office setup payment.
• 26 holidays per year and high-end hardware of choice.

Hiring process

• Intro call with Talent Acquisition (45-60 min).
• Case study submission (5-7 days).
• Expertise, Stakeholder, and Culture interviews (60-90 min each).