(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'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. 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

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

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

for Customer Service (CS) Leaders Oversee, maintain, and 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

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 of