> Markdown version of [/jobs/ext/3047979-cs-transformation-automation-lead](https://www.wearedevelopers.com/jobs/ext/3047979-cs-transformation-automation-lead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # CS Transformation & Automation Lead - **Company:** Wallapop - **Location:** Barcelona, Spain - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Software as a Service, Routing, Salesforce.Com, SQL Databases, Systems Integration, Tableau (Software), Large Language Models, Data Analytics, Zendesk, Marketplace, Looker Analytics - **Published:** September 24, 2026 - **Apply:** https://www.adzuna.es/contact-us.html ## About the Role 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., 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. ## Description 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., 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. 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