(Junior) Customer Escalation Manager

Hybrid

Posted 1 day ago

Operations EU

AI summary

This role involves resolving complex customer issues and leveraging customer feedback to improve product standards and brand trust, while leading cross-functional initiatives.

Eligible from: Unclear

Job Description

We are seeking a highly skilled Customer Excellence Specialist to join our dedicated team, responsible for resolving the most complex customer issues and using the customer’s voice as a guide to drive lasting solutions. This team plays a critical role in maintaining and recovering brand trust, leading cross-functional initiatives, and improving existing product standards while also shaping CX requirements.

Responsibilities

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

Ready to Apply?

Take the next step in your career journey

Apply Now

About the job

Posted on: Sep 9, 2026
Job type: Full-time
Location: LisbonHybrid

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(Junior) Customer Escalation Manager

AI summary

Job Description

Responsibilities

What you´ll do:

Who we´re looking for:

What we offer:

Ready to Apply?

About the job

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