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Clara is Latin America's leading platform for corporate payments and financial operations, serving 50,000+ businesses with corporate cards, bill pay, financing, and B2B payments. The company was named the region's fastest-growing by the Financial Times in 2025 and is backed by top-tier investors including Coatue, Kaszek, DST Global, and Goldman Sachs.
We are seeking a Customer Happiness Associate to support Clara's growing base of B2B customers in Colombia. You will be a key player in ensuring an exceptional support experience, owning complex issue resolution and creating thoughtful interactions that reflect Clara's commitment to excellence.
Key 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 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 remote-first with day-to-day work from home. You will ramp up in person with the team and come together for team moments, events, and customer visits throughout the year.
Clara values clarity, simplicity, ownership, pride in delivery, continuous change, and inclusivity. The team is high-talent-density, low-ego, and high-ownership focused.
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
