Process Management Intern

**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**

Customer Excellence Internship for our Operarations team of the North/Central Europe Cluster.

**What you'll do**:

- As a Process Management Intern, you'll support the design, optimization, and implementation of customer service processes to enhance efficiency and customer experience.
- You'll assist in analyzing and optimizing workflows, identifying bottlenecks, and proposing data-driven solutions to improve service quality.
- You'll contribute to initiatives aimed at reducing customer contacts per order through automation, proactive communication, and improved self-service options.
- You'll help document and standardize processes, ensuring clear guidelines and training materials for consistent execution.
- You'll collaborate with cross-functional teams (Customer Excellence, Product Tech, and Supply Chain) and monitor key performance metrics to measure the impact of process improvements.

**Who we're looking for**:

- You are fluent in English. Other languages are an advantage.
- You are currently pursuing a bachelor's or master's degree in Information Systems, Business Administration, Computer Science, or a related field.
- You demonstrate a strong interest in technology, with the ability to quickly learn new tools, and familiarity with customer service or CRM systems like Zendesk or Salesforce is a plus.
- You possess a basic understanding of customer service workflows, with experience in a customer-facing role considered a bonus.
- You excel in problem-solving, attention to detail, communication, collaboration, and initiative.
- As a plus, you have knowledge of Sprinklr or similar platforms, an understanding of social media platforms and their integration with customer service or basic programming or scripting skills (e.g., Python, SQL, JavaScript).
- You are available for at least 6 months.

**What we offer**:

- A combination of personal and company growth to accelerate your career and help you reach your goals.
- The chance to work on exciting and challenging projects either independently or as part of a dedicated, international team.
- Responsibility and decision-making authority from day one—you'll create an impact with new, innovative ideas and help shape our company DNA.
- To work and learn from experts in diverse fields and get to know your team members at exciting company events.
- Competitive salary of 965€ gross per month, Coverflex, benefits, and meal allowance.
- Private health insurance including dental care.
- Employee discount on Emma products for yourself, friends and family.
- In-house Portuguese classes.

**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.