Internship Learning & Knowledge - Customer Excellence

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.

What you will do:

• You will support our Customer Excellence Learning and Knowledge team to achieve their goal of accelerating our Emmies' performance by elevating their engagement with creative initiatives, building contextual and processual learning journeys, scaling sustainable knowledge management skills and facilitating the change management of high impact projects inside our Operations department.
• You will develop and update the learning structure for customer support and you will ensure that internal and external Emmies take on the necessary skills - putting the customer at the heart of our organization.
• You will drive the our learning management system by creating best-in-class learning journeys. You will work cross-functionally and further develop the knowledge base of internal & external teams.
• You will measure the impact of our training materials and conduct follow-up actions. You will identify individual or team skills gaps and define training actions. 
• You will ensure customer service launch readiness of new Emma products and business models with our category managers, development teams, and multiple markets. 
• You will organize training sessions where you ‘train the trainers’ about products, processes, tools, etc. 
• You will support, schedule & track regular training sessions and assess impacts on the customer solution specialist performance as well as the customer satisfaction levels. 
• You will drive mentorship programs, encourage on-the-job coaching (e.g. handling difficult customer cases). 

Who you are:

• You are fluent in English. Other languages are an advantage.
• You find a fast-changing work environment with constant new challenges and responsibility for your own projects appealing.
• You are passionate about customer satisfaction and driving projects.
• You are empathetic, meticulous, and willing to push the ‘extra-mile’ to make sure we put a smile on our customers’ face.
• You have good MS-Office skills and are keen on digital work processes.
• At best you are knowledgeable in training and development, knowledge management, training design, content creation for learning materials.
• You are an open-minded team player.
• You have analytical skills and learn quickly.
• You are available for at least 6 months.

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.
• Responsibility and decision-making authority from day one—you'll create an impact with new, innovative ideas and help shape our company DNA.
• To work and learn from experts in diverse fields and get to know your team members at exciting company events.
• Competitive salary of 900€ per month, Coverflex benefits, and meal allowance.
• In-house Portuguese classes.
• Employee discount on Emma products for yourself, friends and family.
• Private health insurance including dental care.

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!