Client Experience Associates

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. Proven ability to use data analysis tools for support operations, including familiarity with Jira for dashboard reporting (incident trends, priority distribution) and Grafana for pre-investigation of logs and API health. Working knowledge of SQL or business intelligence tools (like Power BI/Tableau) is a strong plus. 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. Multi-lingual applicants with additional fluency in French or Swedish are likely to be prioritized. 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. You're familiar with customer support software and tools, ideally including Hubspot, Grafana, Kibana and Jira, but more importantly, you are adept at learning new skills and tools on the job. You are also great at picking up new processes and technologies. Collaboration and team mindset. You are at your best working within a team, supporting your team mates and helping clients. Finally, you have a genuine passion for customer service, high customer empathy and a desire to get problems solved and an eagerness to learn. Our Recruitment Process. Introductory Interview: Meet our recruiter, discuss your experience and expectations. (Online, 30–45 min.) Successful applicants will complete an English language assessment before being shortlisted for technical interview. Technical Interview: Meet our head of Client Experience, dive deep into technical discussions and meet the team. (Onsite 1.5–2h) Ways of Working Interview: Explore your alignment with our values and meet the team. (Online or onsite, 1h) Additional Information. This role is an office-first, hybrid role, based out of Centra's Wroclaw office. You are required to work at least three days a week from the office. We’re committed to fair, inc