Head of Customer Service at AUTO1 Group

Madrid, Community of Madrid, Spain -

Full Time

Start Date

Immediate

Expiry Date

22 Feb, 26

Salary

0.0

Posted On

24 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Leadership, Process Optimization, Operational Quality, Issue Resolution, Continuous Improvement, Data Analysis, Contract Management, Negotiation, KPI Tracking, Process Automation, Freshdesk, Twilio, Google Workspace, Data Visualization, Reporting Tools

Industry

technology;Information and Internet

Description

Company Description 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. Job Description 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 Documentations 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). Additional Information 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.

Responsibilities

Lead and develop a large customer service team while managing relationships with workshop networks and overseeing KPIs. Drive process automation and coordinate customer service operations to enhance the overall customer experience.