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

Clara; São Paulo; Presencial; BRL 70.000 - 90.000; Tempo integral

Resumo da oferta

A leading fintech company in Latin America is seeking a Customer Happiness Associate in São Paulo. The role involves delivering high-quality customer support, resolving inquiries, and building long-term client trust. Candidates should have 2+ years of experience in customer support, strong communication skills, and proficiency in customer support tools. This position offers a competitive salary, stock options, and the flexibility to work in a hybrid model.

Serviços

Competitive salary

Stock options (ESOP)

Multicultural team

Flexible vacation

Annual learning budget

Qualificações

• 2+ years of experience in a customer support role.
• Based in the São Paulo area.
• Ability to work from 11h to 20h (BRT).
• Strong interpersonal and communication skills.
• Proficient in using customer support systems.

Responsabilidades

• Handle escalated customer inquiries via email, chat, and phone.
• Investigate customer problems thoroughly.
• Proactively reach out to customers to provide solutions.
• Identify areas for process improvement based on feedback.

Conhecimentos

Customer Support

Empathy

Problem-solving

Communication

Documentation

Formação académica

Experience as a Customer Support Representative

Ferramentas

Google Drive

Office tools

Zendesk

Hubspot

Descrição da oferta de emprego

Overview

Clara is the fastest-growing company in Latin America. We've built the leading solution for companies to make and manage all their payments. We already help over 20,000 large and growing businesses operate with agility and financial clarity through locally issued corporate cards, bill pay, financing, and a powerful B2B platform built for scale.

Clara is backed by successful investors, including regional VCs like Monashees, Kaszek, and Canary, and global funds such as Notable Capital, Coatue, DST Global Partners, ICONIQ Growth, General Catalyst, Citi Ventures, SV Angel, Citius, Endeavor Catalyst, and Goldman Sachs. We’re building the financial infrastructure that powers high-performing organizations across the region. Join us if you want to accelerate your career in a fast-paced environment with a passionate and committed team distributed across the Americas.

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 11:00 to 20:00 (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 looking to cancel or return their orders, 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

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

• 2+ years of experience as a Customer Support Representative or Customer Success Agent, preferably in a Fintech or B2B environment.
• Based in the São Paulo metropolitan region, with availability to occasionally work from Clara’s local office.
• Availability to work from 11h to 20h (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 join Clara

At Clara, you’ll have the autonomy, speed, and support to make meaningful impact — not just on your team, but on how organizations are run across Latin America.

Who we are

We’re the leading B2B fintech for spend management in Latin America.

Certified as one of the world's fastest-growing companies, a Great Place to Work, and a LinkedIn Top Startup.

Passionate about making Latin America more prosperous and competitive. Constantly innovating to build financial infrastructure that enables each of our customers to thrive. Product-led, high-talent-density culture — designed for builders who raise the bar. Proud of our open, inclusive, and values-driven environment.

What we believe in

#Clarity. We say things clearly, directly, and proactively.

#Simplicity. We reduce noise to focus on what really matters.

#Ownership. We take responsibility and never wait to be told.

#Pride. We build products and experiences we're proud of.

#Always Be Changing (ABC). We grow through feedback, risk-taking, and action.

#Inclusivity. Every voice counts. Everyone contributes to our mission.

What we offer

Competitive salary and stock options (ESOP) from day one

Multicultural team with daily exposure to Portuguese, Spanish, and English (our corporate language)

Annual learning budget and internal accelerated development paths

High-ownership environment: we move fast, learn fast, and raise the bar — together

Smart, ambitious teammates — low ego, high impact

Flexible vacation and hybrid work model focused on results

If you’re ready for growth, ownership, and impact — apply now and help us redefine B2B finance in Latin America.