Global Head of Customer Happiness - Mexico City (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 **Global Head of Customer Happiness** to lead Clara’s Customer Happiness organization globally, with the mission of delivering an AI-forward and world-class customer experience in every market. You will lead our local Customer Happiness leaders and their teams, setting the strategy, standards, and operating model for the function everywhere that Clara operates, and work closely with Clara's CEO and Chief Product Officer. This role combines people leadership, customer experience, operational excellence, and a heavy emphasis on data and AI-driven technology to scale our support models as we grow. - Lead with example: being involved in building your own solutions using AI coding models (**Claude**, **Codex**, **Cursor**, open source models, etc.) and manage an organization that includes agents and people fully empowered by AI - Pioneer an AI-first approach to customer experience, defining how artificial intelligence, workflow automation (such as **N8N**), and self-service solutions can dramatically improve the customer journey, boost team productivity, and drive operational scalability. - Lead and develop Customer Happiness leaders across Mexico, Brazil, and Colombia, creating a high-performance, customer-centric organization with strong operational rigor. - Define the global Customer Happiness strategy, OKRs, KPIs, and service standards, ensuring strong execution and continuous improvement across markets. - Own and continuously optimize key metrics such as NPS, CSAT, SLA, response and resolution times, quality, and productivity. - Standardize and optimize processes across countries while maintaining the right level of local flexibility to meet regional needs. - Act as a strategic partner and key stakeholder to senior leaders and executives across Product, Engineering, Operations, etc. serving as the voice of the customer to influence company-wide strategy and solve recurring pain points. - Leverage customer data, feedback, and contact reasons (using BI tools like **Databricks**and **Metabase**) to identify root causes of user friction and turn insights into actionable improvements, communicating findings transparently via **Slack** and **Google Drive** documentation. - Ensure the organization has the right talent, tools, capacity, and AI resources to seamlessly support Clara’s hyper-growth. **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** - 8+ years of experience in Customer Support, Customer Experience, Customer Operations, or related functions, with proven role-specific execution in a high-growth environment. - Significant experience leading leaders and scaling teams, ideally across multiple markets or business units. - Proven experience owning and improving customer experience and operational KPIs, including NPS, CSAT, SLA, quality, and productivity. - Extensive experience and a strong interest in using **AI tools** to automate workflows, scale operations, and enhance customer satisfaction, treating AI as a core component of your operational strategy. - Strong cross-functional leadership and executive presence, with a proven track record of managing relationships with senior leaders and cross-functional stakeholders. - Strong analytical mindset and ability to turn customer and operational data into clear actions and measurable improvements. - Experience with customer service platforms such as **Zendesk,** **Intercom**, or similar tools. - Excellent verbal and written communication skills. - Adaptability to fast-changing environments and a hands-on, builder's mentality. **Nice to haves** - Experience in fintech, banking, payments, SaaS, or B2B technology. - Experience leading teams across Mexico, Brazil, and/or Colombia. - Independent analytical skills using spreadsheets, SQL, or Python. - A good sense of humor. ## **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.