Customer Happiness Associate (Analista de Experiência do Cliente) – São Paulo (Hybrid)

We're looking for a Customer Happiness Associate to support our mission of delivering a seamless, human, and high-quality customer experience. You’ll be the voice of Clara to our customers, solving complex issues with empathy and ownership. This role is key to helping us build long-term trust with our B2B clients in Brazil, especially during critical or escalated situations.

You'll work closely with other Customer Happiness team members, as well as cross-functional teams like Product, Engineering, and Operations. Your shift will be from 11:00 to 20:00 (BRT), helping us support customers across different time zones and urgent issues.

Your responsibilities will include:

• →Handling and resolving escalated customer inquiries via email, chat, and phone.
• →Investigating problems thoroughly and documenting findings clearly in our internal tools.
• →Proactively reaching out to customers to provide solutions and support, including follow-up calls as needed.
• →Offering thoughtful options to customers looking to cancel or return their orders, always with a focus on long-term retention.
• →Identifying and proposing improvements to our processes based on customer feedback.
• →Acting as a calm, empathetic, and clear communicator—even in high-pressure or complex situations.
• →Delivering support with a high bar for quality and excellence, always prioritizing the customer's needs.
• →Managing multiple tickets and priorities at once with strong organization and attention to detail.

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.

• 2+ years of experience as a Customer Support Representative or Customer Success Agent, preferably in a Fintech or B2B environment.
• Previous experience supporting B2B clients.
• Based in the São Paulo metropolitan region, with availability to occasionally work from Clara’s local office.
• Availability to work from 11h to 20h (BRT).
• Strong interpersonal skills: calm under pressure, empathetic, and a clear communicator.
• Skilled at investigating and resolving issues autonomously, with solid documentation practices.
• Proficiency in Google Drive and Office tools (Advanced).
• Experience using customer support systems like Zendesk or similar (Advanced).
• Familiarity with CRM tools like Hubspot or similar (Intermediate).
• Working proficiency in Portuguese and Intermediate English.

• Professional working proficiency in English.
• Experience or interest in using AI tools to streamline support workflows.
• Basic proficiency in Spanish or a desire to learn.
• Ability to analyze trends in customer issues using spreadsheets, SQL, or similar tools.
• Leadership potential and ability to handle complexity with calm and clarity.

• 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.

• #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.

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.