Customer Happiness Associate (Analista de Experiência do Cliente) – São Paulo (Hybrid)

Clara is the leading spend management platform in Latin America. More than 40,000 businesses run on our corporate cards, bill pay, financing and B2B payments, and in 2025 the Financial Times named Clara the fastest-growing company in Latin America. We're ~400 people, backed by Kaszek, monashees, Coatue, DST Global, ICONIQ, General Catalyst and Goldman Sachs, among others. What you'll do We're looking for a Customer Happiness Associate to support our mission of delivering a seamless, human, and high-quality customer experience. You’ll be the voice of Clara to our customers, solving complex issues with empathy and ownership. This role is key to helping us build long-term trust with our B2B clients in Brazil, especially during critical or escalated situations. You'll work closely with other Customer Happiness team members, as well as cross-functional teams like Product, Engineering, and Operations. Your shift will be from 08:00 to 17:00 (BRT), helping us support customers across different time zones and urgent issues. Your responsibilities will include: - Handling and resolving escalated customer inquiries via email, chat, and phone. - Investigating problems thoroughly and documenting findings clearly in our internal tools. - Proactively reaching out to customers to provide solutions and support, including follow-up calls as needed. - Offering thoughtful options to customers considering cancelling or reducing their usage, always with a focus on long-term retention. - Identifying and proposing improvements to our processes based on customer feedback. - Acting as a calm, empathetic, and clear communicator—even in high-pressure or complex situations. - Delivering support with a high bar for quality and excellence, always prioritizing the customer's needs. - Managing multiple tickets and priorities at once with strong organization and attention to detail. Who you are Must haves - 2+ years of experience as a Customer Support Representative or Customer Success Agent, preferably in a Fintech or B2B environment. - Previous experience supporting B2B clients. - Based in the São Paulo metropolitan region, with availability to occasionally work from Clara’s local office. - Availability to work from 8h to 17h (BRT). - Strong interpersonal skills: calm under pressure, empathetic, and a clear communicator. - Skilled at investigating and resolving issues autonomously, with solid documentation practices. - Proficiency in Google Drive and Office tools (Advanced). - Experience using customer support systems like Zendesk or similar (Advanced). - Familiarity with CRM tools like HubSpot or similar (Intermediate). - Working proficiency in Portuguese and Intermediate English. Nice to haves - Professional working proficiency in English. - Experience or interest in using AI tools to streamline support workflows. - Basic proficiency in Spanish or a desire to learn. - Ability to analyze trends in customer issues using spreadsheets, SQL, or similar tools. - Leadership potential and ability to handle complexity with calm and clarity. Why Clara - A high talent-density team driven to make an impact in Latin America — low ego, high ownership. - Competitive salary and stock options (ESOP) from day one. - An annual learning budget and accelerated development paths. - English is our working language, with Spanish and Portuguese every day. How we work - Clarity — Open and direct communication: we say what we mean and give context where it matters. - Simplicity — If it can be simpler, it should be. - Ownership — We own everything we do, end to end. When something needs to happen, we don't wait. - Pride — We hold ourselves to a high standard, and it shows in what we deliver. - ABC (Always Be Changing) — We adapt fast, embrace change, and keep learning. - Inclusivity — Diverse ideas, stories and perspectives build a better Clara. Hybrid at Clara Claridians split their time between the office, customers and home. We don't set a minimum number of office days for most roles, but we expect you to spend time there naturally, and most days during your ramp-up or when your leader asks. If you meet the must-haves, apply — the nice-to-haves are a bonus, not a requirement.