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Clara is a fast-growing fintech company in Latin America providing payment solutions, corporate cards, bill pay, and financing to over 20,000 businesses. The company is backed by top-tier investors including Kaszek, Monashees, Coatue, and General Catalyst.
You will lead Clara's Customer Happiness organization across Mexico, Brazil, and Colombia, reporting to senior leadership and owning the global customer experience strategy. This role combines people leadership, customer experience optimization, and AI-driven operational excellence.
Key responsibilities include:
- Leading and developing Customer Happiness leaders across three markets, building a high-performance, customer-centric organization
- Defining global strategy, OKRs, KPIs, and service standards (NPS, CSAT, SLA, response/resolution times, quality, productivity)
- Standardizing and optimizing processes across countries while maintaining regional flexibility
- Pioneering an AI-first approach to customer experience, including workflow automation (N8N) and self-service solutions to improve customer journey and team productivity
- Acting as strategic partner to Product, Engineering, and Operations leadership, serving as voice of the customer
- Leveraging customer data and BI tools (Metabase) to identify friction points and drive actionable improvements
- Ensuring the organization has talent, tools, capacity, and AI resources to support hyper-growth
You bring 8+ years in Customer Support, Customer Experience, or Customer Operations in high-growth environments. You have significant experience leading managers and scaling teams across multiple markets or business units. You own and improve customer experience KPIs and have proven track record with AI tools for workflow automation and operational scaling. You demonstrate strong cross-functional leadership, executive presence, and analytical mindset. Experience with customer service platforms (Zendesk, Intercom) is required. You communicate exceptionally well and thrive in fast-changing environments with a builder's mentality.
Preferred qualifications include fintech/banking/payments/SaaS experience, prior leadership across Mexico/Brazil/Colombia, and analytical skills (SQL, Python, spreadsheets).
