Global Customer Escalation & CX Leader

Emma – The Sleep Company; Lisboa; Hybrid; EUR 42,000 - 56,000; Full time

Benefits offered by this job

Private Health Insurance

24 vacation days per year (+1 per year

22 remote days per quarter

Parque dasNações office in Lisbon

Pet-friendly office

Job summary

Emma – The Sleep Company in Lisbon, Portugal, seeks a highly skilled Customer Excellence Specialist to resolve complex customer issues and champion the customer voice for lasting solutions. You will lead critical escalations, collaborate with VP/Country Managers, and help maintain brand trust in a fast-moving, international team.

We offer private health insurance, generous vacation days, and a hybrid work model with 22 remote days per quarter, plus a pet-friendly office in Parque das Nações.

Qualifications

• Multilingual: Fluent in English and French (other languages are a plus).
• A problem-solver with a customer-first mindset.
• An excellent communicator, able to adjust messaging for different audiences.
• Detail-oriented and analytical, with a strong ability to dive deep into data.
• Comfortable working in a fast-paced, high-stakes environment.

Responsibilities

• Own critical issue resolution ensuring seamless and efficient case management.
• Serve as the main POC for VP/Country Managers on customer escalations, acting as a SME on CX.
• Resolve executive-level escalations, including inquiries from corporate executives such as the Country Lead and C-levels.
• Provide insights on key friction points, monitoring reputational platforms like TrustPilot, and overseeing refunds, invoicing, and other customer-facing ops.
• Conduct root cause analyses for escalations, providing data-driven insights to leadership and stakeholders.
• Collaborate on cross-functional initiatives to enhance CX, eliminate defects, and drive improvements.
• Partner with internal stakeholders to drive region-wide improvements and proactive measures.
• Contact customers directly to gather data, troubleshoot issues, and ensure resolution (Outbound).
• Provide support to Emma's Legal Department on customer issues with legal implications.
• Act as alternative escalation point for CS Leaders and oversee escalation handling across EU markets.

Job description

Emma – The Sleep Company in Lisbon, Portugal, seeks a highly skilled Customer Excellence Specialist to resolve complex customer issues and champion the customer voice for lasting solutions. You will lead critical escalations, collaborate with VP/Country Managers, and help maintain brand trust in a fast-moving, international team.

We offer private health insurance, generous vacation days, and a hybrid work model with 22 remote days per quarter, plus a pet-friendly office in Parque das Nações.