Customer Happiness Associate - Weekends (Analista de Experiência do Cliente - Finais de Semana) – São Paulo (Hybrid)

Job description

## **Ready to accelerate your career?** Clara is the fastest-growing company in Latin America. We've built the leading solution for companies to make and manage all their payments. We already help over 20,000 large and growing businesses operate with agility and financial clarity through locally issued corporate cards, bill pay, financing, and a powerful B2B platform built for scale. Clara is backed by some of the most successful investors in the world, including top regional VCs like monashees, Kaszek, and Canary, and leading global funds like Notable Capital, Coatue, DST Global Partners, ICONIQ Growth, General Catalyst, Citi Ventures, SV Angel, Citius, Endeavor Catalyst, and Goldman Sachs - in addition to dozens of angel investors and local family offices. We’re building the financial infrastructure that powers high-performing organizations across the region. We invite you to join us if you want to be part of a fast-paced environment that will accelerate your career and support you to do some of the best work of your life alongside a passionate and committed team distributed across the Americas. ### What you'll do 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 **9:00 to 18:00 (BRT), from Saturday to Wednesday (scale 5x2)**, 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. ### Who you are *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.* ### Must haves - 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 **9h to 18h (BRT) and at Weekends (scale 5x2, from Saturday to Wednesday)**. - 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**. ### Nice to haves - 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. ## **Why join Clara** At Clara, you’ll have the autonomy, speed, and support to make meaningful impact — not just on your team, but on how organizations are run across Latin America. #### **Who we are** - 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. #### **What we believe in** - **#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. #### **What we offer** - Competitive salary and stock options (**ESOP**) from day one - Multicultural team with daily exposure to **Portuguese, Spanish, and English** (our corporate language) - Annual learning budget and internal accelerated development paths - High-ownership environment: we move fast, learn fast, and raise the bar — together - Smart, ambitious teammates — low ego, high impact - Flexible vacation and **hybrid work model** focused on results If you’re ready for growth, ownership, and impact — apply now and help us redefine B2B finance in Latin America. --- #### Clara’s Hybrid Policy 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.