Junior Customer Escalation Manager

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