(Junior) Customer Escalation Manager

Emma; Lisboa; Híbrido; EUR 28 000 - 42 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Private Health Insurance

Vacation days (24 + 1 extra)

Remote work policy (22 days/quarter)

Pet-friendly office

Company events

Resumo da oferta

Emma in Lisbon, Portugal, is seeking a (Junior) Customer Escalation Manager to lead complex customer issues, acting as SME on CX and guiding cross-functional teams to protect brand trust.

You’ll own critical escalations, provide data-driven insights, and collaborate with Legal and CS leaders across EU markets. Fluent English and French required; Portuguese is a plus. This role offers a hybrid work model with a vibrant international team.

Qualificações

• Multilingual communication abilities (English and French).
• Problem-solver with a customer-first mindset.
• Excellent communicator across customers, internal stakeholders and leadership.
• Detail-oriented and analytical with data-driven approach.
• Able to work in a fast-paced, high-stakes environment.

Responsabilidades

• Own critical issue resolution and seamless case management.
• Serve as main point of contact for escalations to VP/Country Managers.
• Resolve executive-level escalations (Country Lead, C-level).
• Provide insights on friction points and monitor reputational platforms.
• Conduct root-cause analyses and share data-driven insights with leadership.
• Collaborate on cross-functional CX improvements and defect elimination.
• Partner with stakeholders to drive region-wide improvements.
• Contact customers to gather data and troubleshoot issues.
• Support Emma's Legal Department on issues with legal implications.
• Act as escalation point for CS Leaders.
• Oversee escalation handling across EU emerging markets.

Conhecimentos

Multilingual English and French

Customer experience

Data analysis

Stakeholder communication

Problem-solving

Descrição da oferta de emprego

(Junior) Customer Escalation Manager

Empresa: Emma. Tipo de Emprego: Periodo Integral. Lisbon, Portugal.

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.

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 data-driven insights 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 alternative escalation point for Customer Service (CS) Leaders
• Oversee, maintain, and improve escalation handling processes 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 dive deep into data 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 [emailprotected]