Client Experience Associate

• 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
• 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
• 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
• 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
• 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

• 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)

Familiarity with SLA-driven support, ticketing systems (e.g., Jira, Zendesk), and escalation processes

• 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