Lisbon CX Escalation Specialist

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

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.