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Clara is the leading platform in Latin America for companies to execute and manage every payment operation. The company serves over 50,000 leading and fast-growing businesses with corporate cards, bill pay, financing, and B2B payments. Named the region's fastest-growing company by the Financial Times in 2025, Clara is backed by Notable Capital, Coatue, Kaszek, monashees, DST Global, ICONIQ, General Catalyst, and Goldman Sachs.
As a Customer Happiness Associate, you will be a key player in ensuring an exceptional support experience for Clara's growing base of B2B customers. You'll own complex issue resolution and create thoughtful interactions that reflect Clara's commitment to excellence.
Responsibilities:
- Resolve escalated support issues through email, chat, and phone with empathy and precision
- Proactively investigate customer problems and document findings clearly in internal tools
- Provide follow-up support to ensure complete resolution and customer satisfaction
- Engage with customers considering cancelling or reducing their usage and offer solutions that support retention
- Identify trends in customer feedback and propose improvements to product or process
- Balance multiple incoming tickets while maintaining quality, tone, and timeliness in every interaction
- Use tools like Zendesk, HubSpot, and Google Drive to deliver high-touch, data-informed support
The role is hybrid based in Mexico City, with flexible office attendance. You'll split time between the office, customers, and home, with no set minimum office days for most roles.
Requirements:
Must haves:
- At least 2 years of experience in Customer Support, Customer Success, or Customer Experience roles
- Previous experience supporting B2B clients, preferably in Fintech or a fast-paced startup
- Advanced proficiency with Google Drive, Zendesk (or similar customer support software), and HubSpot (or similar CRM)
- Intermediate English proficiency and full professional fluency in Spanish
- Strong attention to detail and a high-quality bar for service excellence
- Calm, empathetic communicator who thrives in dynamic, high-volume environments
- Comfortable managing multiple tickets or cases simultaneously
Nice to haves:
- Professional proficiency in English
- Experience suggesting operational or product improvements based on customer feedback
- Interest in automation tools or AI to improve support workflows
