Client Experience Associate

Role Purpose​

The Client Experience Associate is an entry-to-mid-level member of the Client Resolution Team (CRT). They support the management of client escalations-whether technical, service, or account-related—by ensuring accurate documentation, timely updates, and proactive coordination with internal teams. While senior team members take ownership of executive-level communications and strategic decisions, the Client Experience Associate plays a critical supporting role in driving escalation progress, protecting client trust, and ensuring that no detail is missed.​

This role is designed to build expertise in escalation management, client advocacy, and cross-functional coordination. It offers the opportunity to learn from senior escalation leaders while taking increasing responsibility for handlingclient-impacting issues directly.​

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Key Responsibilities​

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• Escalation Support & Coordination​

• Assist in the management of client escalations from intake to closure, ensuring all steps are tracked and documented.​

• Provide timely, accurate updates to clients and internal stakeholders under the guidance of senior managers.​

• Coordinate with Support, Engineering, Product, and Client Success teams to gather information and ensure blockers are escalated quickly.​

• Client Advocacy​

• Monitor and respond to early signs of client dissatisfaction, escalating concerns appropriately.​

• Act as a point of contact for clients during less complex escalations, demonstrating professionalism and empathy.​

• Capture and communicate the client’s perspective in internal forums.​

• Process & Documentation​

• Maintain thorough and accurate records of escalation actions, decisions, and communications.​

• Follow established escalation protocols, ensuring consistency and compliance with SLA frameworks.​

• Contribute feedback to improve escalation playbooks and workflows.​

• Reporting & Continuous Improvement​

• Support the preparation of escalation reports and summaries for senior leadership.​

• Participate in post-mortem reviews, documenting findings and action items.​

• Share observations and insights to help identify recurring issues and opportunities for process improvements.​

• Team Contribution & Development​

• Collaborate closely with senior colleagues, learning escalation best practices and approaches.​

• Participate in training and mentoring sessions to develop client-facing and cross-functional leadership skills.​

• Contribute to a culture of urgency, accountability, and client obsession within the CRT.​

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We’ll provide you with the opportunity to grow your expertise in an environment that supports you, your life and your career.   

We’ll also offer you a competitive salary plus profit-related bonus scheme, as well as the following benefits: 

• Private healthcare 

• Life and disability insurance 

• ShareSave scheme - ability to purchase company shares on preferential terms 

• English language lessons during working hours 

• Flexible working conditions and hybrid work model 

• EAP 

• Multisport card 

• Free foreign travels insurance (for no work-related travels) 

• Easter/ Christmas Funding

Skills & Experience​

• 1-3 years of experience in client support, service desk, or customer-facing roles (SaaS, e-commerce, or technical services preferred).Strong communication skills, with the ability to adapt messaging to both clients and internal stakeholders.​

• High attention to detail, especially in documentation and reporting.​

• Ability to manage competing priorities in fast-paced, high-pressure environments.​

• Empathy, resilience, and a strong desire to advocate for the client experience.​

• Familiarity with SLA-driven support, ticketing systems (e.g., Jira, Zendesk), and escalation processes (preferred but not essential).​

KPIs​

• Timeliness and accuracy of client and internal updates.​

• Quality and completeness of escalation documentation.% of assigned escalations resolved within SLA.​

• Contribution to positive client sentiment on escalated cases.​

• Participation in process improvements and post-mortem activities.

Location

Wroclaw - Hybrid – Minimum 2 days per week in the office