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CS Transformation & Automation Lead at Wallapop - ApplyBlast

CS Transformation & Automation Lead

Wallapop

5 months ago

3.9 on Glassdoor

Barcelona

Hybrid

Full Time

Senior

0 applicants

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About this role

CS Transformation & Automation Lead at Wallapop, responsible for end-to-end transformation of Customer Support operations, leveraging automation, AI, and system design to materially reduce Cost-to-Serve and scale support efficiently.

Responsibilities

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.

Skills

About Wallapop

wallapop.com

Headquarters

Barcelona, Catalonia, Spain

Company Size

201-500 employees

Founded

2013

View Profile

Wallapop is a mobile-first peer-to-peer marketplace and classifieds platform that lets users buy and sell second-hand goods via its app and website. It combines local discovery, in-app messaging, listings and search with optional shipping and payment features and user ratings to facilitate secure transactions. Popular in Spain and other European markets, Wallapop emphasizes reuse and sustainability by enabling people to give items a second life. Founded in Barcelona, it focuses on community-driven, convenient commerce for everyday goods.