The Role
Ready to lead, disrupt and reinvent the sleep industry?
We are Emma – The Sleep Company. Founded in 2015, we’ve become the world’s largest D2C sleep brand, available in over 35 countries with more than 25 stores across Europe. Recommended by leading consumer associations in EMEA, APAC, and the Americas, we develop the best sleep comfort products that empower our customers to awaken their best every day.
At Emma, we are a community of smart, driven people, united by a strong culture of collaboration, teamwork, and knowledge sharing. We think big, take ownership, and are empowered to drive meaningful impact. Through hands-on experience, mentorship, and continuous learning, we drive our own growth and learning. With Emmies from over 60 nationalities and offices across multiple regions, our diverse perspectives enrich our workplace culture. Ready to shape the future of sleep with us? Let’s make it happen!
About the Role
We are seeking four highly skilled Customer Excellence Specialists 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 are looking for:
- Multilingual: Fluent in English, Spanish, French, German or Dutch.
- 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.
- Confortable working in a fast-paced, high-stakes environment, where precision and discretion are essential.
What we offer:
- Discounts on our top-notch products;
- Health insurance including dentist;
- 24 days holidays/year +1 day/year at Emma (máx. 29 days);
- Pet-friendly environment, where you can bring your furry desk buddy;
- The opportunity to collaborate with multinational teams;
- All the tools you need to grow and ownership from the beginning.
If you’re ready to make an impact and amplify the customer voice, we’d love to hear from you. Join us on our journey to create exceptional experiences for every customer! 🌟
Become an Emmie
Emma is transforming the world of sleep - and we want the highest-performing people to help us pull it off. We want you. But only if you're willing to go all in. Only if you're willing to question, disrupt, innovate, and create from the ground up.
We proudly celebrate diversity. We are an equal-opportunity employer committed to promoting inclusion in our workplace. We consider all qualified applicants for employment without regard to 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 in a couple of days, however, we are currently receiving a large number of applications and this might lead to a delay in the process. We will get back to you as soon as possible!
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The Company
What We Do
We are Emma – The Sleep Company. We revolutionise sleep by pushing the boundaries of what technology can do for rest. Our aim is to awaken people's best by enhancing their sleep. We are one of Europe’s fastest-growing sleep innovation companies with 1000 + team members, representing over 65 nationalities at our international offices in Frankfurt, Lisbon, Manila, Mexico City and Bucharest. Our work culture is built on strong values promoting community, agility, and ownership. Growth and excellence in all areas are important to us, which is why we offer our team members opportunities to unlock their full potential professionally and personally. Emma proudly celebrates diversity. We are an equal opportunity employer committed to promoting inclusion in our workplace. We consider all qualified applicants for employment without regard to race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability or age
