Customer Service Specialist (temporary)

Customer Service Specialist (Temporary)

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.

Backed by top investors such as Accel, Insight Partners, and Naver Corp, we bring our total valuation to 806 million EUR and are embarking on our international journey with the aim to become the world's best unique goods trading platform.

The Challenge

We are looking for a Customer Service Specialist (Temporary) who will report directly to our Customer Service Team Lead. This is a 6-month temporary position with strong potential to become a permanent role based on performance and business needs.

We are looking for someone with a strong customer-centric mindset and an analytical approach to drive efficiency, automation, and continuous improvement within our support operations.

Our team's mission is to turn potential friction into a "wow" experience, ensuring operational excellence and a high level of customer service focused on enhancing customer satisfaction.

What You Will Do

• Resolve Complex Issues: Handle high-complexity user inquiries, identify recurring patterns, investigate root causes, and ensure timely, satisfactory resolutions.
• BPO Support: Collaborate with external partners to enhance communication and optimize service delivery.
• Performance Monitoring: Track and analyze key metrics (CSAT, FRT, FR, etc.) to identify trends and drive improvements.
• Process Optimization: Spot inefficiencies, propose automation, and support continuous improvement to reduce escalations and streamline workflows.
• Knowledge & Training: Maintain deep product knowledge and contribute to internal documentation and training materials.
• Cross-Functional Collaboration: Partner with teams across Trust & Safety, Legal, Marketing, and more to improve customer-focused practices.
• Customer Satisfaction: Deliver exceptional service to ensure a positive user experience.
• Adaptability: Embrace change and take on new responsibilities as the team and business evolve.

What We're Looking For

• Excellent verbal and written communication skills in English and Spanish.
• A strong analytical mindset and are comfortable working with data (spreadsheets, data visualization tools) to drive efficiency improvements.
• Outstanding problem-solving skills and the ability to operate autonomously.
• Ability to build effective relationships with cross-functional partners.
• Passion and strong customer-centric focus.
• Experience in Customer Service in a multi-channel customer service environment is a plus.
• Experience using Zendesk or similar tools is a plus.
• Minimum 2-3 years experience in customer service or a related role, ideally in a multi-channel support environment.
• Nice to have: experience or interest in automation and process optimization in customer support.

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:

• Group and individual English & Spanish lessons as part of our working day
• Private Health Insurance with Cigna
• Flexible working hours + short 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
• Wallapop Renta (Tax income support)
• Monthly plan for free shipping, bumps & home-pick-up on our services
• Workiversary 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?

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.

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.