Customer Happiness Associate (Analista de Experiência do Cliente)

About the role

Clara, a payment platform for companies in Latin America, is hiring a Customer Happiness Associate in São Paulo on a hybrid basis. The role is the voice of Clara to its customers, solving complex issues with empathy and ownership, especially with B2B clients in Brazil during critical or escalated situations. It works closely with other Customer Happiness team members and cross-functional teams such as Product, Engineering and Operations, on a shift from 08:00 to 17:00 (BRT).

Key responsibilities

• Handle and resolve escalated customer inquiries by email, chat and phone.
• Investigate problems thoroughly and document findings clearly in internal tools.
• Proactively reach out to customers to offer solutions and support, including follow-up calls.
• Offer options to customers considering cancellation or reduced usage, with a focus on long-term retention.
• Identify process improvements based on customer feedback.
• Communicate calmly and clearly, even under pressure, and manage multiple tickets and priorities.

Required profile

• 2+ years of experience as a Customer Support Representative or Customer Success Agent, preferably in fintech or B2B.
• Previous experience supporting B2B clients.
• Based in the São Paulo metropolitan region, available to work from the local office occasionally.
• Availability to work 8h to 17h (BRT).
• Strong interpersonal skills, calm under pressure, empathetic and clear communicator.
• Ability to investigate and resolve issues autonomously with solid documentation.
• Portuguese working proficiency and intermediate English; professional English, basic Spanish or interest in AI tools and data analysis are bonuses.

Required skills

• Advanced Google Drive and Office tools.
• Advanced customer support systems such as Zendesk.
• Intermediate familiarity with CRM tools such as HubSpot.

What we offer

• Competitive salary and stock options (ESOP) from day one.
• An annual learning budget and accelerated development paths.
• A hybrid setup with time spent in the office naturally, with no minimum office days.