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Clara is the leading spend management platform in Latin America, serving over 40,000 businesses with corporate cards, bill pay, financing, and B2B payments. Named the fastest-growing company in Latin America by the Financial Times in 2025, Clara is backed by top-tier investors including Kaszek, Coatue, DST Global, and Goldman Sachs.
We are seeking a Customer Happiness Associate – Key Accounts to deliver exceptional, high-touch support to Clara's most strategic customers. You will be a primary point of contact for key accounts and premium customers, managing complex requests and ensuring excellent experiences across all interactions.
Key Responsibilities:
- Handle and resolve customer inquiries across email, chat, WhatsApp, and phone with high quality and responsiveness
- Provide high-touch support to key accounts and premium B2B customers, understanding their context and service expectations
- Manage requests according to established SLAs and priority levels, ensuring timely follow-ups and clear communication
- Investigate complex issues thoroughly and document findings in internal tools
- Own customer cases from initial contact through resolution, coordinating with internal teams as needed
- Proactively reach out to customers with updates, solutions, and support, including follow-up calls when necessary
- Manage critical or escalated situations with calm, empathy, and urgency
- Build trust and long-term relationships through personalized, thoughtful support
- Identify recurring issues and opportunities to improve processes and the key accounts experience
- Collaborate with Product, Engineering, Operations, and other stakeholders to resolve customer needs
- Maintain consistently high standards for quality, accuracy, and excellence
- Manage multiple tickets, conversations, and priorities simultaneously while maintaining strong organization
Working hours: 11:00–20:00 BRT, Monday–Friday. Hybrid role based in São Paulo (Itaim Bibi office).
Requirements:
Must-haves:
- 2+ years of experience in Customer Support, Customer Experience, Customer Success, or similar customer-facing role, preferably in Fintech or B2B environment
- Previous experience supporting B2B customers
- Previous experience providing support to key accounts, premium/VIP customers, or strategic accounts with differentiated service levels and SLAs
- Hands-on experience providing customer support through multiple channels (chat, email, WhatsApp, phone)
- Experience managing complex or high-priority customer cases while meeting established response and resolution SLAs
- Strong interpersonal and communication skills; ability to remain calm under pressure, demonstrate empathy, and communicate clearly with different customer profiles
- Strong ownership and ability to investigate and resolve issues autonomously while knowing when to engage other teams
- Excellent organization and prioritization skills, particularly when managing multiple customers and requests with different urgency levels
- Based in the São Paulo metropolitan region with availability to occasionally work from Clara's local office
- Availability to work 11:00–20:00 BRT, Monday–Friday
- Advanced proficiency in Google Drive and Office tools
- Advanced experience using customer support platforms such as Zendesk or similar tools
- Intermediate familiarity with CRM tools such as HubSpot or similar platforms
- Working proficiency in Portuguese and intermediate English
Nice-to-haves:
- Professional working proficiency in English
- Previous experience in Fintech, financial services, SaaS, or technology companies serving enterprise customers
- Experience working with high-value or strategic customer portfolios
- Experience or interest in using AI tools to streamline support workflows and improve customer experience
- Basic proficiency in Spanish or desire to learn
- Ability to analyze customer support trends and operational data using spreadsheets, SQL, or similar tools
- Experience working with metrics such as SLA, CSAT, FCR, response time, and resolution time
- Leadership potential and ability to handle complexity with calm, clarity, and ownership
