Senior Customer Escalations & CX Specialist

Emma Sleep; Lisboa; Híbrido; EUR 35 000 - 55 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Private Health Insurance

24 vacation days

Remote work 22 days/quarter

Lisbon office (Parque das Nações)

Pet-friendly office

Team events

Resumo da oferta

Emma – The Sleep Company in Lisbon is seeking a highly skilled Customer Excellence Specialist to resolve the most complex customer issues, drive brand trust, and guide cross‑functional CX initiatives across EU markets.

You will serve as the main point of contact for executive escalations, monitor feedback on TrustPilot, coordinate with Legal and CS leaders, conduct root cause analyses, and ensure data‑driven improvements that elevate the customer experience.

Qualificações

• Multilingual: Fluent in English and French; other languages a plus.
• Customer-first mindset with strong problem-solving skills.
• Excellent communication with stakeholders at all levels.

Responsabilidades

• Own critical issue resolution ensuring seamless and efficient case management.
• Serve as the main POC for VP/Country Managers on customer escalations, SME on CX.
• Resolve executive-level escalations, including inquiries from Country Lead and C-suite executives.
• Provide insights on friction points, monitoring TrustPilot and overseeing refund/invoice processes.
• Conduct root cause analyses for escalations and provide data-driven insights to leadership.
• Collaborate on cross-functional CX initiatives to eliminate defects and improve business.
• Partner with internal stakeholders to drive region-wide CX improvements.
• Contact customers directly to gather data, troubleshoot issues, and ensure resolution (Outbound)
• Provide critical support to Emma's Legal Department on customer issues with legal implications.
• Act as alternative escalation point for CS Leaders
• Oversee and improve escalation handling across EU emerging markets.

Conhecimentos

Fluent in English

French language skills

Customer-focused mindset

Problem solving

Excellent communicator

Detail-oriented

Descrição da oferta de emprego

Emma – The Sleep Company in Lisbon is seeking a highly skilled Customer Excellence Specialist to resolve the most complex customer issues, drive brand trust, and guide cross‑functional CX initiatives across EU markets.

You will serve as the main point of contact for executive escalations, monitor feedback on TrustPilot, coordinate with Legal and CS leaders, conduct root cause analyses, and ensure data‑driven improvements that elevate the customer experience.