Customer Happiness Associate – Ciudad de México at Clara

About The Role

&lt;div class=&quot;content-intro&quot;&gt;&lt;p&gt;&lt;strong&gt;Clara is the leading platform in Latin America for companies to execute and manage every payment operation.&lt;/strong&gt; 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.&lt;/p&gt;&lt;/div&gt;&lt;h3 data-start=&quot;258&quot; data-end=&quot;276&quot;&gt;What you&#39;ll do&lt;/h3&gt;
&lt;p data-start=&quot;278&quot; data-end=&quot;576&quot;&gt;We&#39;re looking for a &lt;strong data-start=&quot;298&quot; data-end=&quot;330&quot;&gt;Customer Happiness Associate&lt;/strong&gt; 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.&lt;/p&gt;
&lt;p data-start=&quot;578&quot; data-end=&quot;601&quot;&gt;In this role, you will:&lt;/p&gt;
&lt;ul data-start=&quot;603&quot; data-end=&quot;1272&quot;&gt;
&lt;li data-start=&quot;603&quot; data-end=&quot;696&quot;&gt;
&lt;p data-start=&quot;605&quot; data-end=&quot;696&quot;&gt;Resolve escalated support issues through email, chat, and phone with empathy and precision.&lt;/p&gt;
&lt;/li&gt;
&lt;li data-start=&quot;697&quot; data-end=&quot;789&quot;&gt;
&lt;p data-start=&quot;699&quot; data-end=&quot;789&quot;&gt;Proactively investigate customer problems and document findings clearly in internal tools.&lt;/p&gt;
&lt;/li&gt;
&lt;li data-start=&quot;790&quot; data-end=&quot;865&quot;&gt;
&lt;p data-start=&quot;792&quot; data-end=&quot;865&quot;&gt;Provide follow-up support to ensure complete resolution and satisfaction.&lt;/p&gt;
&lt;/li&gt;
&lt;li data-start=&quot;866&quot; data-end=&quot;969&quot;&gt;
&lt;p data-start=&quot;868&quot; data-end=&quot;969&quot;&gt;Engage with customers considering cancelling or reducing their usage and offer solutions that support retention.&lt;/p&gt;
&lt;/li&gt;
&lt;li data-start=&quot;970&quot; data-end=&quot;1056&quot;&gt;
&lt;p data-start=&quot;972&quot; data-end=&quot;1056&quot;&gt;Identify trends in customer feedback and propose improvements to product or process.&lt;/p&gt;
&lt;/li&gt;
&lt;li data-start=&quot;1057&quot; data-end=&quot;1162&quot;&gt;
&lt;p data-start=&quot;1059&quot; data-end=&quot;1162&quot;&gt;Balance multiple incoming tickets while maintaining quality, tone, and timeliness in every interaction.&lt;/p&gt;
&lt;/li&gt;
&lt;li data-start=&quot;1163&quot; data-end=&quot;1272&quot;&gt;
&lt;p data-start=&quot;1165&quot; data-end=&quot;1272&quot;&gt;Use tools like &lt;strong data-start=&quot;1180&quot; data-end=&quot;1191&quot;&gt;Zendesk&lt;/strong&gt;, &lt;strong data-start=&quot;1193&quot; data-end=&quot;1204&quot;&gt;HubSpot&lt;/strong&gt;, and &lt;strong data-start=&quot;1210&quot; data-end=&quot;1226&quot;&gt;Google Drive&lt;/strong&gt; to deliver high-touch, data-informed support.&lt;/p&gt;
&lt;/li&gt;
&lt;/ul&gt;
&lt;h3 data-start=&quot;1274&quot; data-end=&quot;1289&quot;&gt;Who you are&lt;/h3&gt;
&lt;p&gt;&lt;em&gt;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.&lt;/em&gt;&lt;/p&gt;
&lt;h4 data-start=&quot;1447&quot; data-end=&quot;1462&quot;&gt;Must haves&lt;/h4&gt;
&lt;ul data-start=&quot;1463&quot; data-end=&quot;2093&quot;&gt;
&lt;li data-start=&quot;1463&quot; data-end=&quot;1575&quot;&gt;
&lt;p data-start=&quot;1465&quot; data-end=&quot;1575&quot;&gt;At least 2 years of experience in &lt;strong data-start=&quot;1499&quot; data-end=&quot;1519&quot;&gt;Customer Support&lt;/strong&gt;, &lt;strong data-start=&quot;1521&quot; data-end=&quot;1541&quot;&gt;Customer Success&lt;/strong&gt;, or &lt;strong data-start=&quot;1546&quot; data-end=&quot;1569&quot;&gt;Customer Experience&lt;/strong&gt; roles&lt;/p&gt;
&lt;/li&gt;
&lt;li data-start=&quot;1576&quot; data-end=&quot;1675&quot;&gt;
&lt;p data-start=&quot;1578&quot; data-end=&quot;1675&quot;&gt;Previous experience supporting &lt;strong data-start=&quot;1609&quot; data-end=&quot;1624&quot;&gt;B2B clients&lt;/strong&gt;, preferably in a &lt;strong data-start=&quot;1642&quot; data-end=&quot;1653&quot;&gt;Fintech&lt;/strong&gt; or fast-paced startup&lt;/p&gt;
&lt;/li&gt;
&lt;li data-start=&quot;1676&quot; data-end=&quot;1795&quot;&gt;
&lt;p data-start=&quot;1678&quot; data-end=&quot;1795&quot;&gt;Advanced proficiency with tools like &lt;strong data-start=&quot;1715&quot; data-end=&quot;1731&quot;&gt;Google Drive&lt;/strong&gt;, &lt;strong data-start=&quot;1733&quot; data-end=&quot;1744&quot;&gt;Zendesk&lt;/strong&gt; (or similar CSS), and &lt;strong data-start=&quot;1767&quot; data-end=&quot;1778&quot;&gt;HubSpot&lt;/strong&gt; (or similar CRM)&lt;/p&gt;
&lt;/li&gt;
&lt;li data-start=&quot;1796&quot; data-end=&quot;1871&quot;&gt;
&lt;p data-start=&quot;1798&quot; data-end=&quot;1871&quot;&gt;Intermediate English proficiency and full professional fluency in Spanish&lt;/p&gt;
&lt;/li&gt;
&lt;li data-start=&quot;1872&quot; data-end=&quot;1946&quot;&gt;
&lt;p data-start=&quot;1874&quot; data-end=&quot;1946&quot;&gt;Strong attention to detail and a high-quality bar for service excellence&lt;/p&gt;
&lt;/li&gt;
&lt;li data-start=&quot;1947&quot; data-end=&quot;2029&quot;&gt;
&lt;p data-start=&quot;1949&quot; data-end=&quot;2029&quot;&gt;A calm, empathetic communicator who thrives in dynamic, high-volume environments&lt;/p&gt;
&lt;/li&gt;
&lt;li data-start=&quot;2030&quot; data-end=&quot;2093&quot;&gt;
&lt;p data-start=&quot;2032&quot; data-end=&quot;2093&quot;&gt;Comfortable managing multiple tickets or cases simultaneously&lt;/p&gt;
&lt;/li&gt;
&lt;/ul&gt;
&lt;h4 data-start=&quot;2095&quot; data-end=&quot;2113&quot;&gt;Nice to haves&lt;/h4&gt;
&lt;ul data-start=&quot;2114&quot; data-end=&quot;2312&quot;&gt;
&lt;li data-start=&quot;2114&quot; data-end=&quot;2155&quot;&gt;
&lt;p data-start=&quot;2116&quot; data-end=&quot;2155&quot;&gt;Professional proficiency in &lt;strong data-start=&quot;2144&quot; data-end=&quot;2155&quot;&gt;English&lt;/strong&gt;&lt;/p&gt;
&lt;/li&gt;
&lt;li data-start=&quot;2156&quot; data-end=&quot;2242&quot;&gt;
&lt;p data-start=&quot;2158&quot; data-end=&quot;2242&quot;&gt;Experience suggesting operational or product improvements based on customer feedback&lt;/p&gt;
&lt;/li&gt;
&lt;li data-start=&quot;2243&quot; data-end=&quot;2312&quot;&gt;
&lt;p data-start=&quot;2245&quot; data-end=&quot;2312&quot;&gt;Interest in automation tools or &lt;strong data-start=&quot;2277&quot; data-end=&quot;2283&quot;&gt;AI&lt;/strong&gt; to improve support workflows&lt;/p&gt;
&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;Where we work&lt;/strong&gt;&lt;/p&gt;
&lt;p&gt;This is a hybrid role: you&#39;ll split your time between the office, customers and home. We don&#39;t set a minimum number of office days for most roles — you&#39;ll spend time in the office naturally, and most days during your ramp-up or when your leader asks.&lt;/p&gt;&lt;div class=&quot;content-conclusion&quot;&gt;&lt;h2&gt;Why Clara&lt;/h2&gt;
&lt;ul&gt;
&lt;li&gt;&lt;strong&gt;A high talent-density team&lt;/strong&gt; driven to make an impact in Latin America — low ego, high ownership.&lt;/li&gt;
&lt;li&gt;Competitive salary and stock options (ESOP) from day one.&lt;/li&gt;
&lt;li&gt;An annual learning budget and accelerated development paths.&lt;/li&gt;
&lt;li&gt;English is our working language, with Spanish and Portuguese every day.&lt;/li&gt;
&lt;/ul&gt;
&lt;h2&gt;How we work&lt;/h2&gt;
&lt;ul&gt;
&lt;li&gt;&lt;strong&gt;Clarity&lt;/strong&gt; — Open and direct communication: we say what we mean and give context where it matters.&lt;/li&gt;
&lt;li&gt;&lt;strong&gt;Simplicity&lt;/strong&gt; — If it can be simpler, it should be.&lt;/li&gt;
&lt;li&gt;&lt;strong&gt;Ownership&lt;/strong&gt; — We own everything we do, end to end. When something needs to happen, we don&#39;t wait.&lt;/li&gt;
&lt;li&gt;&lt;strong&gt;Pride&lt;/strong&gt; — We hold ourselves to a high standard, and it shows in what we deliver.&lt;/li&gt;
&lt;li&gt;&lt;strong&gt;ABC (Always Be Changing)&lt;/strong&gt; — We adapt fast, embrace change, and keep learning.&lt;/li&gt;
&lt;li&gt;&lt;strong&gt;Inclusivity&lt;/strong&gt; — Diverse ideas, stories and perspectives build a better Clara.&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;If you meet the must-haves, apply — the nice-to-haves are a bonus, not a requirement.&lt;/p&gt;&lt;/div&gt;