We identify the most important, critical
need for Emma at the moment, we take it up
as a project, and we build up a plan around it:
how do we want to optimize it and improve
it for the future to make it much more
scalable and stable?

Ready to lead, disrupt and reinvent the sleep industry?
We are Emma – The Sleep Company. One of Europe's fastest-growing startups, we are now the world's leading D2C sleep brand. In 2020 our revenue grew from €150 to €405 million.  We're pushing the boundaries of technology to transform the world of sleep. And we want your help to pull it off.
But Emma isn't for everyone. We're a highly ambitious, hard-working team that pushes you to produce your best work yet. We don't want average, we want high-performers who chase growth and set ambitious goals. Want your ideas to have impact and your career to grow? Then Emma is the right place for you.

What you'll do:

  • Lead projects to continuously develop new/further contact center services 
  • Define contracts and service level agreements (SLA) incl. negotiation with contact center partners 
  • Analyze the relevant contact center metrics incl. quality management by creating reports to improve processes and participate in management meetings 
  • Develop our Customer Service Team by being self-reliant in making decisions concerning your area 
  • Support recruiting of new customer service team members and offer guidance to outsourced contact center leadership team, quality analysts and trainers
  • Work cross-functionally with other teams to ensure smooth running of customer service operations 
  • Work in an international environment 

Who we're looking for:

  • You have significant experience in areas of contact center operations and management, customer services and business process outsourcing 
  • You have exceptional communication, interpersonal and customer service skills 
  • Your negotiation skills have a firm proof of concept 
  • You are fluent in French and English. Experiences in other languages are an advantage, but not essential 
  • You have knowledge of working with CRMs, helpdesks, project management tools & solutions are an advantage. 
  • Working with MS-Office is not unknown to you  
  • You are passionate about customer satisfaction  
  • You are an open-minded team player 
  • You have analytical skills and learn quickly 
  • You like to take on responsibility and can work independently 
  • You like to travel and meet new people 

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.

Become an Emmie
At Emma, you'll be joining a highly ambitious company on a global mission to lead, disrupt and reinvent the sleep industry. Ready to work hard and help us get there? Directly apply through our application portal and become part of our exceptional team.
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.

Information regarding COVID-19: Your application will continue to be processed as usual by our recruiting team. All interviews take place via video call or phone.

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