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Ready to lead, disrupt and reinvent the sleep industry?
We are Emma – The Sleep Company. Founded in 2015, we’ve become the world’s largest D2C sleep brand, available in over 35 countries with more than 25 stores across Europe. Recommended by leading consumer associations in EMEA, APAC, and the Americas, we develop the best sleep comfort products that empower our customers to awaken their best every day.
At Emma, we are a community of smart, driven people, united by a strong culture of collaboration, teamwork, and knowledge sharing. We think big, take ownership, and are empowered to drive meaningful impact. Through hands-on experience, mentorship, and continuous learning, we drive our own growth and learning. With Emmies from over 60 nationalities and offices across multiple regions, our diverse perspectives enrich our workplace culture. Ready to shape the future of sleep with us? Let’s make it happen!
What You'll Do:
- Assist in managing day-to-day BPO operations by coordinating critical updates, resolving routine blockers, and ensuring consistent alignment between internal teams and BPO partners
- Support performance managers in identifying gaps, designing workflow enhancements, and implementing process optimizations that elevate customer experience and operational efficiency.
- Evaluate recurring or emerging customer service issues, perform root-cause analysis, manage regional tech escalations, and contribute actionable insights to improve service delivery.
- Work closely with Quality Management and other internal teams to refine response quality, streamline process flows, track and report KPIs, and maintain performance standards across all BPO partners.
Who We Are Looking For:
- Currently pursuing a Bachelor's degree in Industrial Engineering or a related field.
- Has 12 academic units or fewer in the current or upcoming semester.
- Available to report onsite at least twice a week.
- Able to commit to the internship for more than six (6) months.
- Has a prior internship experience in customer excellence, quality assurance, or similar field.
- Strong collaboration skills, with the ability to communicate clearly and concisely and effectively manage stakeholder relationships.
- Results-oriented mindset, demonstrating ownership, initiative, and the ability to efficiently achieve targets and deliver outcomes.
- Highly motivated, energetic, and eager to learn in a fast-paced operational environment.
- Organized and detail-oriented, with strong time management and prioritization skills.
- Excellent written and verbal communication skills.
- Demonstrates strong project management and coordination capabilities.
- Analytical and data-driven, with the ability to identify process gaps, evaluate operational challenges, and recommend improvements.
- Comfortable working cross-functionally with multiple teams and external partners to drive operational excellence.
- Proactive problem-solver with a continuous improvement mindset and a passion for enhancing customer experience and operational efficiency.
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!
Upon your consent, we may use artificial intelligence (AI) tools to support parts of the hiring process, such as get the interviews transcript and summarised by AI. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please reach out to [email protected]
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