Customer Excellence Manager

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!

What you´ll do:
• You will continuously work on improving the customers’ experience for the Brazilian market; leading cross-teams projects, analyzing risks and following improvements.
• You will be the direct point of contact between Emma and our Contact Center, ensuring smooth daily operations and timely escalations.
• You will ensure the performance monitoring and reporting of the Contact Center, steering SLAs and constant improvement. Including our customer service for Ecommerce and Marketplaces.
• You will be responsible for the training and knowledge management on both sides, keeping everything up to date while also improving our communication processes.
• You will be responsible for analyzing and reporting the team's most important KPIs (NPS, CSAT, FCR, Returns), as well as creating action plans or projects when objectives are not being met and taking independent decisions that are within your field of work.
• You will make independent decisions that are within your field of work.

What you'll bring to us :
• You speak fluent English
• If you speak Portuguese, that's a plus!
• Passionate to provide our Customers the best Experience before and after sales to convert them in our ambassadors.
• At best, you have gained your first practical work experience in the customer service area
• You are an open-minded team player
• Strong analytical skills and a structured way of working
• You like to take responsibility and can work independently

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.
• Wellbeing activities
• Hybrid home office policy
• Flexible schedules
• Pet-friendly office
• Monthly salary + pantry & restaurant vouchers
• Benefits higher than the law

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!