Client Experience Associate at Akita Software

Wrocław, Lower Silesian Voivodeship, Poland

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Not SpecifiedCompensation

Entry Level & New Grad, Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Software, TechnologyIndustries

Requirements

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)

Responsibilities

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

Skills

Escalation Management

Client Advocacy

Cross-Functional Coordination

Documentation

Reporting

SLA Compliance

Client Communication

Akita Software

API observability and service mapping tools

About Akita Software

Akita Software provides tools for API observability and service mapping, helping businesses visualize and manage the interactions between their software services. This allows companies to quickly identify and resolve issues without needing extensive manual documentation. The platform is particularly beneficial for tech professionals like developers and security engineers who maintain complex service ecosystems, especially in environments using microservices architectures. Akita operates on a subscription-based model, where clients pay for continuous monitoring and mapping of their API interactions. This service helps clients catch cross-service issues faster and understand root causes without manual inspection. By simplifying API management and improving service reliability, Akita aims to support tech companies in streamlining their operations.

San Mateo, CaliforniaHeadquarters

2018Year Founded

$4MTotal Funding

ACQUISITIONCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

1-10Employees