Global Head of Customer Happiness - Mexico City (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 Global Head of Customer Happiness to lead Clara’s Customer Happiness organization globally, with the mission of delivering an AI-forward and world-class customer experience in every market. You will lead our local Customer Happiness leaders and their teams, setting the strategy, standards, and operating model for the function everywhere that Clara operates, and work closely with Clara's CEO and Chief Product Officer. This role combines people leadership, customer experience, operational excellence, and a heavy emphasis on data and AI-driven technology to scale our support models as we grow. - Lead by example: being involved in building your own solutions using AI coding models (Claude, Codex, Cursor, open source models, etc.) and manage an organization that includes agents and people fully empowered by AI - Pioneer an AI-first approach to customer experience, defining how artificial intelligence, workflow automation (such as N8N), and self-service solutions can dramatically improve the customer journey, boost team productivity, and drive operational scalability. - Lead and develop Customer Happiness leaders across Mexico, Brazil, and Colombia, creating a high-performance, customer-centric organization with strong operational rigor. - Define the global Customer Happiness strategy, OKRs, KPIs, and service standards, ensuring strong execution and continuous improvement across markets. - Own and continuously optimize key metrics such as NPS, CSAT, SLA, response and resolution times, quality, and productivity. - Standardize and optimize processes across countries while maintaining the right level of local flexibility to meet regional needs. - Act as a strategic partner and key stakeholder to senior leaders and executives across Product, Engineering, Operations, etc. serving as the voice of the customer to influence company-wide strategy and solve recurring pain points. - Leverage customer data, feedback, and contact reasons (using BI tools like Databricks and Metabase) to identify root causes of user friction and turn insights into actionable improvements, communicating findings transparently via Slack and Google Drive documentation. - Ensure the organization has the right talent, tools, capacity, and AI resources to seamlessly support Clara’s hyper-growth. Who you are We’re looking for someone who meets the minimum requirements to be considered for the role. The preferred qualifications are a bonus, not a requirement. Must haves - 8+ years of experience in Customer Support, Customer Experience, Customer Operations, or related functions, with proven role-specific execution in a high-growth environment. - Significant experience leading leaders and scaling teams, ideally across multiple markets or business units. - Proven experience owning and improving customer experience and operational KPIs, including NPS, CSAT, SLA, quality, and productivity. - Extensive experience and a strong interest in using AI tools to automate workflows, scale operations, and enhance customer satisfaction, treating AI as a core component of your operational strategy. - Strong cross-functional leadership and executive presence, with a proven track record of managing relationships with senior leaders and cross-functional stakeholders. - Strong analytical mindset and ability to turn customer and operational data into clear actions and measurable improvements. - Experience with customer service platforms such as Zendesk, Intercom, or similar tools. - Excellent verbal and written communication skills. - Adaptability to fast-changing environments and a hands-on, builder's mentality. Nice to haves - Experience in fintech, banking, payments, SaaS, or B2B technology. - Experience leading teams across Mexico, Brazil, and/or Colombia. - Independent analytical skills using spreadsheets, SQL, or Python. - A good sense of humor. 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.