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 considering cancelling or reducing their usage, 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.

Where we work

This is a hybrid role: you'll split your time between the office, customers and home. We don't set a minimum number of office days for most roles — you'll spend time in the office naturally, and most days during your ramp-up or when your leader asks.