Head of Customer Service

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Descripción de empresa

Are you ready to lead a Customer Service team undergoing a major transformation and take full ownership of delivering an outstanding customer experience nationwide? Do you enjoy managing teams, optimizing processes, and driving customer satisfaction in a dynamic environment where your work has real impact? At AUTOHERO, we are looking for a Head of Customer Service with strong strategic vision, proven experience leading teams, and a solid focus on operational quality.

If you are passionate about customer care, issue resolution, and continuous improvement—and want to grow within a fast‑evolving sector—we’d love to meet you.

Responsibilities

• Lead and develop a large and diverse team, promoting collaboration, proactivity, and a customer‑centric mindset.
• Manage relationships and contracts with workshop networks, negotiating rates and overseeing KPIs and incident resolution.
• Oversee analytics and reporting across all areas, proposing improvements to optimize efficiency and quality.
• Coordinate inbound and outbound customer service operations through channels such as Freshdesk and Twilio.
• Manage online reputation (Trustpilot, Google My Business) and implement continuous improvement initiatives.
• Lead the documentation team, ensuring efficient and risk‑free vehicle transfer processes to the final customer.
• Drive process automation to reduce handling time and enhance overall customer experience.

Qualifications

• Degree in Business Administration, Economics, or related fields; MBA or complementary training is a plus.
• Experience leading large teams (20+ people) in customer service, after‑sales, or similarly complex environments.
• Strong continuous‑improvement mentality, strategic approach, and results orientation.
• Experience managing third‑party agreements, negotiations, and KPI tracking.
• Excellent analytical, organizational, and strategic planning skills.
• Experience in process automation and managing complex operational workflows.
• Knowledge of Freshdesk, Twilio, and the Google Workspace environment (Sheets, Drive, Analytics).
• Experience with data visualization and reporting tools (Tableau, Redash).
• C1 level of English (spoken and written).

Benefits

• Permanent contract and competitive compensation package, with real opportunities for growth based on performance.
• Flexible compensation options.
• A dynamic and diverse international environment within a fast‑growing company.
• Access to continuous training through Auto1 Academy and biannual performance evaluations.

Seniority level

Director

Employment type

Contract

Job function

Other

Location

Alcobendas, Community of Madrid, Spain