Executive CX Escalations Lead

Emma-the-Sleep-Company; Lisboa; Hybrid; EUR 32,000 - 52,000; Full time

Benefits offered by this job

Private Health Insurance

24 vacation days per year with 1 extra

22 remote days per quarter

Pet-friendly office

Job summary

Emma – The Sleep Company is seeking a highly skilled Customer Excellence Specialist in Lisbon to resolve complex customer issues and guide CX improvements. You will act as SME for CX, handle executive escalations, and collaborate with cross-functional teams to protect and enhance brand trust.

The role requires multilingual capabilities (English and French), analytical thinking, and strong communication skills in a fast-paced environment.

Qualifications

• Multilingual: fluent in English and French; other languages a plus.
• Problem-solver with a customer-first mindset and professionalism.
• Excellent communicator for customers, internal stakeholders and leadership.

Responsibilities

• Own critical issue resolution and ensure seamless case management.
• Serve as main POC for VP/Country Managers on customer escalations; SME on CX.
• Handle executive-level escalations including inquiries from Country Lead and C-levels.
• Provide data-driven insights on friction points from reputational platforms and refund/invoice processes.
• Conduct root cause analyses for escalations and share insights with leadership.
• Collaborate on cross-functional initiatives to enhance CX and reduce defects.
• Drive region-wide improvements in CX and maintain brand trust.

Skills

Customer experience

Escalation management

Stakeholder communication

Data analysis

Root cause analysis

Tools

CRM systems

Job description

Emma – The Sleep Company is seeking a highly skilled Customer Excellence Specialist in Lisbon to resolve complex customer issues and guide CX improvements. You will act as SME for CX, handle executive escalations, and collaborate with cross-functional teams to protect and enhance brand trust.

The role requires multilingual capabilities (English and French), analytical thinking, and strong communication skills in a fast-paced environment.