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AUTO1 Group Logo AUTO1 Group · Customer Service

Head of Customer Service

Spain, Madrid · Job Posted December 22, 2025
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Job 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 Responsibility

  • 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

Requirements

  • 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)

What we offer

  • 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
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