Job description
Description
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.
Key Responsibilities
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.
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
Requirements
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
