Client Experience Associate

Job description

We're not just building an ecommerce platform. We’re reshaping how fashion & lifestyle brands scale globally. Our API-first, headless SaaS platform supports over 300 brands in delivering localized, high-performance shopping experiences across 120+ countries. Backed by a 50 million SEK investment from the H&M Group, we power leading names like COS, ARKET, & Other Stories, Weekday, Nudie Jeans, and Paul Smith. Brands trust Centra to run operations in 20+ markets - a reflection of the platform’s flexibility and efficiency. Why Join Centra? Our Client Experience Team delivers fast and accurate platform support, guidance and advice to our industry-leading clients in fashion and lifestyle. You'll need to be a positive, highly analytical and tech-savvy problem solver who sees solutions and possibilities where others only see problems. In this role, you'll play a crucial role in supporting the growth and success of both Centra and our clients. You'll be the voice of both Centra and our clients, providing feedback and advising on issues. As part of our Client & Partner Success Team, you'll help us evolve our platform in line with our clients' needs, and help us take the digital commerce revolution to new levels. What You’ll Do. Manage incoming client cases according to the established time and quality standards across all communication channels. Engage proactively with clients to develop strategies to enhance customer experience and loyalty. Monitor customer satisfaction with our products or services. Educate client service representatives on addressing customer complaints or inquiries about products or services and help us foster a positive working environment. Collaborate with other departments within Centra to ensure that customer needs are being met. What We’re Looking For. Operational and highly data-centric customer service experience, ideally within an e-commerce, SaaS or other highly technical environment. Creative problem-solving ability. One of our values is 'turn customers into fans' and our Client Experience Associates are at the forefront of this. You bring a track-record of customer-centric, creative, critical thinking and problem-solving skills. Collaboration and team mindset. You are at your best working within a team, supporting your team mates and helping clients. You are familiar with customer support software and tools, ideally including HubSpot and Jira. More importantly, you are adept at learning new skills, tools, and technologies on the job, and you quickly pick up new processes. Experience with tools such as Grafana and Kibana is a strong advantage (but is not required). We work in English so exceptional spoken and written English communication skills are essential. You are currently, or have previously, worked in an English language environment. Strong analytical and logical thinking skills, with the ability to interpret data and use it effectively in support operations. Familiarity with tools such as Jira for dashboard reporting (e.g. incident trends, priority distribution) is a strong plus, but not required. Our Recruitment Process . Introductory Interview: Meet our recruiter, discuss your experience and expectations. (Online, 30–45 min.) Mindset & Competence Interview: Meet our head of Client Experience, dive deep into technical discussions and meet the team. (Online or onsite 1.5–2h) Ways of Working Interview: Explore your alignment with our values and meet the team. (Onsite, 1h) Executive chat: A short alignment conversation with our VP of Customer Success Additional Information. This role is an office-first, hybrid role, based out of Centra's Wrocław office. You are required to work at least three days a week from the office.