Remote B2B Customer Happiness Specialist

Clara; Bogotá; Remote; COP 24,000,000 - 36,000,000; Full time

Benefits offered by this job

Stock options (ESOP)

Learning budget

Career development paths

Remote-first culture

Job summary

Clara is the leading Latin American platform for managing every payment operation. We are seeking a Customer Happiness Associate in Colombia to support our growing B2B customer base, handling complex issues with empathy and accuracy while maintaining high-quality interactions.

You will resolve escalated issues via email, chat, and phone, document findings, and work toward complete resolution. The role offers remote-first work, English and Spanish language usage, and opportunities for growth

Qualifications

• 2+ years of experience in Customer Support, Customer Success or Customer Experience roles.
• Experience supporting B2B clients, preferably in Fintech or fast-paced startup environments.
• Advanced proficiency with Google Drive, Zendesk, and HubSpot (or similar tools).
• Intermediate English and full professional fluency in Spanish.
• Strong attention to detail and a high-quality bar for service excellence.
• Calm, empathetic communicator who thrives in dynamic, high-volume environments.
• Able to manage multiple tickets or cases simultaneously.

Responsibilities

• 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 cancelling or reducing usage and offer retention solutions.
• Identify trends in customer feedback and propose product or process improvements.
• Balance multiple incoming tickets while maintaining quality, tone, and timeliness.
• Use Zendesk, HubSpot, and Google Drive to deliver high-touch, data-informed support.

Job description

Clara is the leading Latin American platform for managing every payment operation. We are seeking a Customer Happiness Associate in Colombia to support our growing B2B customer base, handling complex issues with empathy and accuracy while maintaining high-quality interactions.

You will resolve escalated issues via email, chat, and phone, document findings, and work toward complete resolution. The role offers remote-first work, English and Spanish language usage, and opportunities for growth