Ready to lead, disrupt and reinvent the sleep industry?
We are Emma – The Sleep Company. Created in 2013, we are now the world's largest D2C sleep brand, available in over 30 countries and recommended by many consumer associations in EMEA, APAC, and the Americas. We're pushing the boundaries of technology to transform the world of sleep and we want your help to pull it off.
We're a highly ambitious, hard-working team that pushes you to produce your best work yet. We focus on how we approach problems, we chase growth, and set ambitious goals. Want your ideas to have an impact and your career to grow? Then Emma is the right place for you.
This is an exciting opportunity to join Emma and our Customer Excellence team. We are looking for a proactive and solution-oriented Customer Resolution Specialist to take ownership of customer issues and collaborate with operations teams for effective solutions. You'll be part of a new team at Emma. You will be crucial for Emma’s growth by maximizing customer retention and lifetime value. 🚀
What you'll do
- Communicate effectively with different stakeholders to resolve complex issues.
- Demonstrate adept written and spoken communication, particularly in de-escalation.
- Collaborate with wider teams to address customer concerns.
- Systematically log the issues and their drivers, providing insight that can be acted upon.
- Take ownership of issues, and show resilience and problem-solving.
- Adapt communication for diverse customer profiles.
- Analyze root causes and flag these to the relevant teams for urgent consideration.
- Implement new ideas for improvement.
Who we are looking for
- You have previous experience in customer roles (ideally, at least 1.5+ years).
- You have proven experience in de-escalation and issue resolution.
- You are a collaborative and resilient team player.
- You are solution-oriented with an ownership mentality.
- You have excellent English skills and fluency in one or more European languages (e.g. DE, FR, ES).
What we offer
- Discounts on our top-notch products.
- Health insurance including dentist.
- 24 days holidays/year +1 day/year at Emma (up to 29 days).
- The opportunity to collaborate with multinational teams.
- All the tools you need to grow and ownership from the beginning.
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!