New Mexico City / CDMX / Mexico

Clara Lending Co.; Ciudad de México; Hybrid; MXN 223,000 - 335,000; Full time

Benefits offered by this job

Stock options (ESOP)

Annual learning budget

Hybrid work model

Job summary

Clara is seeking a Customer Happiness Associate to support our growing base of B2B customers. You will own complex issue resolution and craft thoughtful communications that reflect Clara’s commitment to excellence.

You will resolve escalated issues via email, chat, and phone with empathy, investigate problems, document findings, and drive issues to complete resolution. This hybrid role blends office, client sites, and remote work.

Qualifications

• At least 2 years in Customer Support, Customer Success, or Customer Experience roles.
• Experience supporting B2B clients, preferably in Fintech or fast-paced startups.
• Advanced proficiency with Google Drive, Zendesk, and HubSpot.

Responsibilities

• Resolve escalated support issues via email, chat, and phone with empathy and precision.
• Proactively investigate customer problems and document findings in internal tools.
• Provide follow-up to ensure resolution and satisfaction.
• Assist customers considering leaving and offer retention solutions.
• Identify trends in feedback and suggest product/process improvements.
• Balance multiple tickets while maintaining quality and timeliness.

Skills

Customer Support

Customer Success

Customer Experience

B2B

Fintech

English (intermediate)

Spanish (native)

Empathetic communication

Tools

Zendesk

HubSpot

Google Drive

Job description

Mexico City / CDMX / Mexico

Clara is the leading platform in Latin America for companies to execute and manage every payment operation. More than 50,000 leading and fast-growing businesses run on our corporate cards, bill pay, financing and B2B payments, and in 2025 the Financial Times named Clara the region’s fastest-growing company. We’re passionate about helping every company we work with become more effective—and, through that, raising the region’s competitiveness. We’re ~400 people, backed by Notable Capital, Coatue, Kaszek, monashees, DST Global, ICONIQ, General Catalyst and Goldman Sachs, among others.

What you'll do

We're looking for a Customer Happiness Associate to support Clara’s growing base of B2B customers. 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 cancelling or reducing their usage 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

Where we work

This is a hybrid role: you'll split your time between the office, customers and home. We don't set a minimum number of office days for most roles — you'll spend time in the office naturally, and most days during your ramp-up or when your leader asks.

Why Clara

• A high talent-density team driven to make an impact in Latin America — low ego, high ownership.
• Competitive salary and stock options (ESOP) from day one.
• An annual learning budget and accelerated development paths.
• English is our working language, with Spanish and Portuguese every day.

How we work

• Clarity — Open and direct communication: we say what we mean and give context where it matters.
• Simplicity — If it can be simpler, it should be.
• Ownership — We own everything we do, end to end. When something needs to happen, we don't wait.
• Pride — We hold ourselves to a high standard, and it shows in what we deliver.
• ABC (Always Be Changing) — We adapt fast, embrace change, and keep learning.
• Inclusivity — Diverse ideas, stories and perspectives build a better Clara.