Customer Happiness Associate (Asociado/a de Atención al Cliente) – Ciudad de México (Hybrid)

Clara is the leading platform in Latin America for companies to execute and manage every payment operation. More than 50,000 leading and fast-growing businesses run on our corporate cards, bill pay, financing and B2B payments, and in 2025 the Financial Times named Clara the region’s fastest-growing company. We’re passionate about helping every company we work with become more effective—and, through that, raising the region’s competitiveness. We’re ~400 people, backed by Notable Capital, Coatue, Kaszek, monashees, DST Global, ICONIQ, General Catalyst and Goldman Sachs, among others.

What you'll do

We're looking for a Customer Happiness Associate to support Clara’s growing base of B2B customers. You’ll be a key player in ensuring an exceptional support experience, owning complex issue resolution and creating thoughtful interactions that reflect Clara’s commitment to excellence.

In this role, you will:

• Resolve escalated support issues through email, chat, and phone with empathy and precision.
• Proactively investigate customer problems and document findings clearly in internal tools.
• Provide follow-up support to ensure complete resolution and satisfaction.
• Engage with customers considering cancelling or reducing their usage and offer solutions that support retention.
• Identify trends in customer feedback and propose improvements to product or process.
• Balance multiple incoming tickets while maintaining quality, tone, and timeliness in every interaction.
• Use tools like Zendesk, HubSpot, and Google Drive to deliver high-touch, data-informed support.

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

• At least 2 years of experience in Customer Support, Customer Success, or Customer Experience roles
• Previous experience supporting B2B clients, preferably in a Fintech or fast-paced startup
• Advanced proficiency with tools like Google Drive, Zendesk (or similar CSS), and HubSpot (or similar CRM)
• Intermediate English proficiency and full professional fluency in Spanish
• Strong attention to detail and a high-quality bar for service excellence
• A calm, empathetic communicator who thrives in dynamic, high-volume environments
• Comfortable managing multiple tickets or cases simultaneously

Nice to haves

• Professional proficiency in English
• Experience suggesting operational or product improvements based on customer feedback
• Interest in automation tools or AI to improve support workflows

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.

Why Clara

• A high talent-density team driven to make an impact in Latin America — low ego, high ownership.
• Competitive salary and stock options (ESOP) from day one.
• An annual learning budget and accelerated development paths.
• English is our working language, with Spanish and Portuguese every day.

How we work

• Clarity — Open and direct communication: we say what we mean and give context where it matters.
• Simplicity — If it can be simpler, it should be.
• Ownership — We own everything we do, end to end. When something needs to happen, we don't wait.
• Pride — We hold ourselves to a high standard, and it shows in what we deliver.
• ABC (Always Be Changing) — We adapt fast, embrace change, and keep learning.
• Inclusivity — Diverse ideas, stories and perspectives build a better Clara.

If you meet the must-haves, apply — the nice-to-haves are a bonus, not a requirement.