(Junior) Customer Escalation Manager

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’s our people who bring this mission to life. At Emma, you’ll join 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 of 29 days per year) 22 remote days per quarter policy, with offices in Parque das Nações, 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.