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.

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

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

Customer Excellence Manager

Key skills