Customer Experience & Escalations Lead

Emma; Braga; Hybrid; EUR 40,000 - 60,000; Full time

Benefits offered by this job

Private Health Insurance

24 vacation days per year

Job summary

Emma – The Sleep Company is seeking a highly skilled Customer Excellence Specialist to join our international team. You will own critical issue resolution, manage high-impact customer escalations, and act as SME on customer experience across EU markets.

You will collaborate with cross-functional teams, monitor TrustPilot and other platforms, help maintain brand trust, and support legal and regional initiatives while delivering a proactive, customer-first service.

Qualifications

• Multilingual: Fluent in English and French (other languages are a plus).
• Problem-solver with a customer-first mindset.
• Excellent communicator, able to adjust messaging for different audiences, including customers, internal stakeholders, and senior leadership.
• Detail-oriented and analytical, with a strong ability to identify root causes and drive improvements.
• Comfortable working in a fast-paced, high-stakes environment where precision and discretion are essential.

Responsibilities

• Own critical issue resolution and ensure seamless case management.
• Serve as the main POC for VP/Country Managers on customer escalations, SME on CX.
• Resolve executive-level escalations, including inquiries from corporate executives.
• Provide insights on friction points via monitoring platforms like TrustPilot, and oversee refunds and invoices.
• Conduct detailed root cause analyses for escalations and report to leadership.
• Collaborate on cross-functional CX initiatives for continuous business improvement.
• Partner with internal stakeholders to drive region-wide improvements.
• Contact customers directly to gather data, troubleshoot issues, and ensure resolution.
• Provide support to Emma's Legal Department on customer issues with legal implications.

Skills

Fluent in English & French

Job description

Emma – The Sleep Company is seeking a highly skilled Customer Excellence Specialist to join our international team. You will own critical issue resolution, manage high-impact customer escalations, and act as SME on customer experience across EU markets.

You will collaborate with cross-functional teams, monitor TrustPilot and other platforms, help maintain brand trust, and support legal and regional initiatives while delivering a proactive, customer-first service.