New Sao Paulo / SP / Brazil

Clara Lending Co.; São Paulo; Presencial; BRL 42 000 - 60 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

ESOP

Hybrid work model

Annual learning budget

Resumo da oferta

Clara Lending Co. is seeking a Customer Happiness Associate to deliver empathetic, high-quality support to B2B clients in Brazil. You’ll partner with Product, Engineering, and Operations to resolve escalating issues and improve processes.

The role requires working 9:00–18:00 BRT and weekends (Sat–Wed) from the São Paulo area, with occasional office visits. The ideal candidate has 2+ years in customer support or customer success, fintech or B2B experience, and strong communication skills in

Qualificações

• 2+ years in Customer Support or Customer Success (Fintech or B2B)
• Based in the São Paulo metropolitan region with possible office visits
• Willingness to work 9:00–18:00 BRT and weekends (Sat–Wed)
• Strong interpersonal, calm under pressure, and clear communication
• Experience with Zendesk or similar CRM and Google Drive/Office tools
• Fluent in Portuguese with intermediate English

Responsabilidades

• Handle escalated inquiries via email, chat, and phone
• Investigate issues and document findings in internal tools
• Proactively reach out to customers with solutions and follow-ups
• Offer options to cancel/return with a focus on retention
• Identify process improvements from customer feedback
• Communicate calmly and clearly in high-pressure situations
• Deliver high-quality support and manage multiple tickets efficiently

Conhecimentos

Customer support

B2B fintech

Empathy

Documentation

Team collaboration

Ferramentas

Zendesk

HubSpot

Google Drive

Descrição da oferta de emprego

Ready to accelerate your career?

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 some of the most successful investors in the world, including top regional VCs like monashees, Kaszek, and Canary, and leading global funds like Notable Capital, Coatue, DST Global Partners, ICONIQ Growth, General Catalyst, Citi Ventures, SV Angel, Citius, Endeavor Catalyst, and Goldman Sachs - in addition to dozens of angel investors and local family offices.
We’re building the financial infrastructure that powers high-performing organizations across the region. We invite you to join us if you want to be part of a fast-paced environment that will accelerate your career and support you to do some of the best work of your life alongside 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 9:00 to 18:00 (BRT), from Saturday to Wednesday (scale 5x2), 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 9h to 18h (BRT) and at Weekends (scale 5x2, from Saturday to Wednesday).
• 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

Claridians in a hybrid mode split their time between working from the office, talking to or visiting customers, or working from home. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for each individual and team.

We don't enforce a minimum number of days for most roles, but you're expected to spend time at the office organically, and be at the office most days during your ramp‑up or when required by your leader.