Customer Happiness Associate - Key Accounts / Premium (Hybrid)

About the role

Clara, a payment platform for companies in Latin America, is hiring a Customer Happiness Associate for its Key Accounts and premium customers in São Paulo, on a hybrid basis. You will be one of Clara's main points of contact for strategic B2B clients, providing high-touch support, managing complex requests and ensuring an excellent experience across every interaction. Working hours are 11:00 to 20:00 BRT, Monday to Friday.

Key responsibilities

• Handle and resolve customer inquiries across email, chat, WhatsApp and phone with a high standard of quality and responsiveness.
• Provide high-touch support to Key Accounts and premium B2B customers, understanding their context, priorities and service expectations.
• Manage requests according to SLAs and priority levels, with timely follow-ups and clear communication.
• Investigate complex issues, document findings and actions, and take ownership of cases from first contact through resolution.
• Proactively reach out to customers with updates and solutions, including follow-up calls.
• Manage critical or escalated situations calmly and empathetically, and identify recurring issues and improvement opportunities.
• Collaborate with Product, Engineering, Operations and other teams, and manage several tickets and priorities at once.

Required profile

• 2+ years in Customer Support, Customer Experience, Customer Success or a similar customer-facing role, preferably in fintech or B2B.
• Previous experience supporting B2B customers and with Key Accounts, VIP or strategic accounts with differentiated SLAs.
• Hands-on experience with chat, email, WhatsApp and phone support, and managing complex cases within SLAs.
• Strong communication, organization and prioritization skills; based in the São Paulo metro area, available to work from the Itaim Bibi office occasionally.
• Portuguese at professional level and intermediate English; availability 11:00-20:00 BRT, Mon-Fri.

Required skills

• Advanced Google Drive and Office tools.
• Advanced customer support platforms such as Zendesk.
• Intermediate familiarity with CRM tools such as HubSpot.
• Nice to have: advanced English, fintech or SaaS experience, SQL or spreadsheet analysis, and metrics such as SLA, CSAT, FCR.

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, and English as the working language.