Global Head of AI-Driven Customer Happiness

Clara; Ciudad de México; Híbrido; MXN 900.000 - 1.400.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Stock options

Learning budget

Hybrid work model

Multicultural team

Descripción de la vacante

Clara is seeking a Global Head of Customer Happiness to lead our CX organization worldwide. You will drive an AI-forward strategy, oversee local leaders across Mexico, Brazil, and Colombia, and partner with senior execs to elevate customer experience and operational excellence.

You will define global standards, optimize key metrics, and scale processes with a strong emphasis on data and AI-driven solutions to support our fast-growing fintech platform across the region.

Formación

• 8+ years in Customer Support/Experience/Operations in high-growth settings.
• Proven ability to scale teams across multiple markets.
• Strong track record in improving NPS, CSAT, SLA, quality, and productivity.
• Extensive experience using AI to automate workflows and improve customer satisfaction.
• Proven cross-functional leadership and executive stakeholder management.
• Experience with Zendesk, Intercom or similar tools.
• Excellent verbal and written communication skills.
• Hands-on, builder mindset and adaptability.

Responsabilidades

• Lead Clara's Global Customer Happiness organization across markets.
• Define strategy, OKRs, KPIs, and service standards; ensure execution.
• Own key metrics like NPS, CSAT, SLA, response/resolution times.
• Standardize processes while allowing local flexibility across regions.
• Partner with senior leaders to voice customer needs in product and ops.
• Leverage data/AI insights to identify root causes and drive actions.

Conocimientos

Experience leadership

AI in ops

Cross-functional leadership

Analytical mindset

Customer experience

Strong communication

Zendesk/Intercom

Data-driven

Herramientas

Zendesk

Intercom

Descripción del empleo

Clara is seeking a Global Head of Customer Happiness to lead our CX organization worldwide. You will drive an AI-forward strategy, oversee local leaders across Mexico, Brazil, and Colombia, and partner with senior execs to elevate customer experience and operational excellence.

You will define global standards, optimize key metrics, and scale processes with a strong emphasis on data and AI-driven solutions to support our fast-growing fintech platform across the region.