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Clara is a fast-growing fintech company in Latin America providing payment solutions, corporate cards, bill pay, and financing for over 20,000 businesses. The company is backed by top-tier investors including Kaszek, Coatue, DST Global, and General Catalyst.
As a Customer Happiness Associate, you'll be the frontline support for Clara's growing B2B customer base, handling escalated issues and ensuring exceptional service delivery. You'll resolve complex customer problems through email, chat, and phone with empathy and precision, investigating issues thoroughly and documenting findings in internal systems like Zendesk and HubSpot.
Key responsibilities include:
- Resolving escalated support tickets across multiple channels while maintaining quality and timeliness
- Proactively investigating customer problems and providing clear documentation
- Following up with customers to ensure complete resolution and satisfaction
- Engaging with at-risk customers to identify retention opportunities
- Identifying trends in customer feedback and proposing product or process improvements
- Managing multiple incoming tickets while balancing quality, tone, and responsiveness
- Using tools like Zendesk, HubSpot, and Google Drive to deliver data-informed support
You'll need at least 2 years of experience in customer support, customer success, or customer experience roles, with prior experience supporting B2B clients—ideally in fintech or fast-paced startups. Advanced proficiency with Google Drive, Zendesk (or similar customer support systems), and HubSpot is required. Fluency in Spanish and English is essential for this Mexico City-based role.
