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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 Monashees, Kaszek, Coatue, and Goldman Sachs.
You will lead Clara's Customer Happiness organization across Mexico, Brazil, and Colombia, overseeing local leaders and their teams. Your mission is to deliver world-class customer experience while building a high-performance, customer-centric organization with strong operational rigor.
Key responsibilities include:
- Leading and developing Customer Happiness leaders across three markets, establishing a high-performance culture
- Defining global strategy, OKRs, KPIs, and service standards with continuous improvement focus
- Owning and optimizing critical metrics: NPS, CSAT, SLA, response/resolution times, quality, and productivity
- Standardizing 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
- Serving as strategic partner to Product, Engineering, and Operations leadership, advocating for customer needs company-wide
- Using BI tools (Metabase) and customer data to identify friction points and drive actionable improvements
- Ensuring the organization has talent, tools, capacity, and AI resources to support hyper-growth
Required qualifications: 8+ years in Customer Support, Customer Experience, or Operations in high-growth environments; proven experience leading managers and scaling teams across multiple markets; track record improving customer experience KPIs; strong interest in AI tools for workflow automation and operations scaling; cross-functional leadership and executive presence; analytical mindset; experience with platforms like Zendesk or Intercom; excellent communication skills; adaptability and builder mentality.
Preferred: fintech/banking/payments/SaaS experience; leadership experience in Mexico, Brazil, or Colombia; SQL/Python/spreadsheet skills.
