Global Head of Customer Happiness - São Paulo (Hybrid)

About the role

Clara, a Latin American payment platform, is looking for a Global Head of Customer Happiness to lead its Customer Happiness organization worldwide. The role delivers an AI-forward, world-class customer experience in every market, leads local Customer Happiness leaders and sets the strategy, standards and operating model, and works closely with the CEO and Chief Product Officer. It is a hybrid position based in São Paulo.

Key responsibilities

• Build your own solutions using AI coding models and manage an organization of agents and people empowered by AI
• Pioneer an AI-first approach to customer experience, including workflow automation (e.g., N8N) and self-service solutions
• Lead and develop Customer Happiness leaders across Mexico, Brazil and Colombia
• Define the global strategy, OKRs, KPIs and service standards, and own metrics such as NPS, CSAT, SLA, response and resolution times, quality and productivity
• Standardize processes across countries while keeping local flexibility
• Act as a strategic partner to Product, Engineering, Operations and other senior leaders, acting as the voice of the customer
• Use BI tools (Databricks, Metabase) to find root causes of user friction and share insights via Slack and Google Drive
• Ensure the organization has the right talent, tools, capacity and AI resources for hyper-growth

Required profile

• 8+ years in Customer Support, Customer Experience, Customer Operations or related fields, in a high-growth environment
• Proven experience leading leaders and scaling teams, ideally across multiple markets
• Proven experience owning and improving KPIs such as NPS, CSAT, SLA, quality and productivity
• Strong interest in using AI to automate workflows and scale operations
• Strong cross-functional leadership, executive presence and analytical mindset
• Nice to have: fintech, banking, payments, SaaS or B2B experience; leading teams in Mexico, Brazil and/or Colombia; independent analysis with spreadsheets, SQL or Python

Required skills

• Customer service platforms such as Zendesk, Intercom or similar
• AI tools and workflow automation (e.g., N8N)
• BI tools such as Databricks and Metabase

What we offer

• Competitive salary and stock options (ESOP) from day one
• An annual learning budget and accelerated development paths
• English as the working language, with Spanish and Portuguese every day