**What you will do**:
- You will be the direct point of contact between Emma and our Contact Center, ensuring smooth daily operations. You will also ensure the performance monitoring and reporting of the Contact Center.
- You will be responsible for the training and knowledge management on both sides, keeping every up to date but also improving our communication processes.
- You will be the top-level escalation manager, ensuring every escalation reported are solved on times and communicated back to our agents. Over time, you will make sure the knowledge level of every stakeholder increases by organizing ad-hoc trainings and workshops.
- You will continuously work on improving the agents’ processes by leading projects cross-teams.
- You will make independent decisions that are within your field of work.
**Who we are looking for**:
- You speak fluent English




- 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
- Intermediate xls skills
- Strong analytical skills and a structured way of working
- You like to take responsibility and can work independently
**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.
- Wellbeing activities
- Hybrid home office policy
- Versátil schedules
- Pet-friendly office
- Monthly salary + pantry & restaurant vouchers
- Benefits higher than the law

📌 Jr. Customer Excellence Manager (Tláhuac)
🏢 Emma The Sleep
📍 Tláhuac