Customer Happiness Associate (Asociado/a de Atención al Cliente) – Colombia (Remote)

Clara; Colombia; Híbrido; COP 40.000.000 - 80.000.000; Jornada completa

Descripción de la vacante

Clara, una empresa fintech líder en América Latina, busca un 'Customer Happiness Associate' para ofrecer un soporte excepcional a sus clientes B2B. En este rol, serás clave para resolver problemas de manera empática y documentar hallazgos. El trabajo incluye el seguimiento a clientes en el proceso de soporte y la identificación de oportunidades de mejora, ayudando a construir una experiencia de cliente impecable.

Servicios

Salario competitivo y opciones sobre acciones (ESOP)

Presupuesto de aprendizaje anual

Modelo de trabajo híbrido flexible

Formación

• Mínimo 2 años de experiencia en roles de soporte, éxito o experiencia del cliente.
• Apoyo a clientes B2B, preferiblemente en un entorno fintech o startup.
• Dominio avanzado de herramientas como Google Drive y Zendesk.

Responsabilidades

• Resolver problemas escalados a través de correo electrónico, chat y teléfono con empatía.
• Proponer mejoras basadas en las tendencias de retroalimentación de los clientes.
• Gestionar múltiples tickets de interacción simultáneamente.

Conocimientos

Soporte al cliente

Ética

Comunicación empática

Herramientas

Zendesk

Hubspot

Google Drive

Descripción del empleo

Colombia

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 Clara’s growing base of B2B customers in Mexico. You’ll be a key player in ensuring an exceptional support experience, owning complex issue resolution and creating thoughtful interactions that reflect Clara’s commitment to excellence.

In this role, you will:

Resolve escalated support issues through email, chat, and phone with empathy and precision.

Proactively investigate customer problems and document findings clearly in internal tools.

Provide follow-up support to ensure complete resolution and satisfaction.

Engage with customers considering cancellation or returns and offer solutions that support retention.

Identify trends in customer feedback and propose improvements to product or process.

Balance multiple incoming tickets while maintaining quality, tone, and timeliness in every interaction.

Use tools like Zendesk, Hubspot, and Google Drive to deliver high-touch, data-informed support.

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

At least 2 years of experience in Customer Support, Customer Success, or Customer Experience roles

Previous experience supporting B2B clients, preferably in a Fintech or fast-paced startup

Advanced proficiency with tools like Google Drive, Zendesk (or similar CSS), and Hubspot (or similar CRM)

Intermediate English proficiency and full professional fluency in Spanish

Strong attention to detail and a high-quality bar for service excellence

A calm, empathetic communicator who thrives in dynamic, high-volume environments

Comfortable managing multiple tickets or cases simultaneously

Nice to haves

Professional proficiency in English

Experience suggesting operational or product improvements based on customer feedback

Interest in automation tools or AI to improve support workflows

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.

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.

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