(Junior) Customer Escalation Manager

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

Ready to lead, disrupt and reinvent the sleep industry? We are

Emma – The Sleep Company. Founded in 2015, we have grown into the world's largest direct-to-consumer (D2C) sleep brand, with a presence in over 20 markets and more than 35 Emma stores across Europe. Our mission is simple: to develop sleep comfort products that empower our customers to awaken their best every day. Today, our products are trusted by millions and recommended by leading consumer associations worldwide. It'sour people who bring this mission to life. At Emma,you'lljoin a driven, international team that values ownership, collaboration, and continuous knowledge sharing. With colleagues from over 70 nationalities, we combine diverse perspectives with a shared ambition to learn, grow, and create lasting impact, together. Ready to awaken your best with us? We are seeking a highly skilled Customer Excellence Specialist

to join our dedicated team, responsible for

resolving the most complex customer issues and using the customer's voice as a guide to drive lasting solutions. This team plays a critical role in

maintaining and recovering brand trust, leading

cross-functional initiatives, and improving

existing product standards

while also shaping

CX requirements. Ready to lead, disrupt and reinvent the sleep industry? We are

Emma – The Sleep Company. Founded in 2015, we have grown into the world's largest direct-to-consumer (D2C) sleep brand, with a presence in over 20 markets and more than 35 Emma stores across Europe. Our mission is simple: to develop sleep comfort products that empower our customers to awaken their best every day. Today, our products are trusted by millions and recommended by leading consumer associations worldwide. It'sour people who bring this mission to life. At Emma,you'lljoin a driven, international team that values ownership, collaboration, and continuous knowledge sharing. With colleagues from over 70 nationalities, we combine diverse perspectives with a shared ambition to learn, grow, and create lasting impact, together. Ready to awaken your best with us? We are seeking a highly skilled Customer Excellence Specialist

to join our dedicated team, responsible for

resolving the most complex customer issues and using the customer's voice as a guide to drive lasting solutions. This team plays a critical role in

maintaining and recovering brand trust, leading

cross-functional initiatives, and improving

existing product standards

while also shaping

What you ́ll do:

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 subject matter expert (SME) on customer experience (CX) Resolve

executive-level escalations, including inquiries from corporate executives such as the

Country Lead and C-level's Provide insights on key friction points, including monitoring

reputational platforms like TrustPilot, and overseeing refund processes, invoice issuance, and other critical customer-facing operations Conduct

detailed root cause analyses

for escalations, providing

to leadership and key stakeholders Collaborate on cross-functional initiatives

to enhance CX, eliminate defects, and ensure continuous business improvement Partner with internal stakeholders to drive

region-wide improvements, focusing on proactive measures to maintain brand trust Contact customers directly

to gather relevant data, troubleshoot issues, and ensure resolution (Outbound) Provide

critical support to Emma's Legal Department on customer issues with legal implications Act as an

for Customer Service (CS) Leaders Oversee, maintain, and across EU emerging markets, ensuring alignment with customer expectations and company policies

Who we ́re looking for:

Multilingual : Fluent in English and French (other languages are a plus) A

problem-solver with a customer-first mindset, capable of navigating complex issues with professionalism and efficiency An

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

to identify root causes and drive improvements Comfortable working in a

fast-paced, high-stakes environment, where precision and discretion are essential

What we offer:

Responsibility and decision‑making authority from your first day The opportunity to work on challenging tasks that contribute to your professional growth Work independently and as part of a dedicated, international team Private Health Insurance and 24 vacations days per year, with 1 extra day per year worked (until a limit of29 daysper year) 22 remote days per quarter policy, with offices in Parque dasNações, Lisbon. Work with and learn from experts in diverse fields Get to know your team members at our exciting company events Working from a pet-friendly office Become an Emmie

We are on a mission to become No.1 in the world of sleep, and we're looking for driven, ambitious people to help us shape what's next. If you're curious, hands‑on, and ready to challenge the status quo, you'll find the space here to make things happen and create real impact. We are proud to be an equal opportunity employer and are committed to building an inclusive workplace.

We celebrate diversity and consider all qualified applicants regardless of race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability, or age. Our aim is to get back to you within a few days. Due to the high volume of applications, there may be slight delays, but we'll get back to you as soon as possible.

Upon your consent, we may use artificial intelligence (AI) tools to support parts of the hiring process, such as get the interviews transcript and summarised by AI. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please reach out to [e-mail]

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