Customer Happiness Associate (Analista de Experiência do Cliente) – São Paulo (Hybrid)

The role

You will support B2B clients in Brazil by resolving escalated inquiries via email, chat, and phone. You will work with Customer Happiness, Product, Engineering, and Operations teams to deliver high-quality customer experiences.

What you will do

• Handling and resolving escalated customer inquiries via email, chat, and phone.
• Investigating problems thoroughly and documenting findings clearly in internal tools.
• Proactively reaching out to customers to provide solutions and support.
• Offering options to customers considering cancelling or reducing usage to focus on retention.
• Identifying and proposing improvements to processes based on customer feedback.
• Acting as a calm, empathetic, and clear communicator in high-pressure situations.
• Delivering support with a high bar for quality and excellence.
• Managing multiple tickets and priorities with organization and attention to detail.

Required qualifications

• 2+ years of experience as a Customer Support Representative or Customer Success Agent
• Previous experience supporting B2B clients
• Based in the São Paulo metropolitan region
• Availability to occasionally work from Clara’s local office
• Availability to work from 8h to 17h (BRT)
• 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
• Intermediate English

Nice to have

• 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

Benefits

• Competitive salary
• Stock options (ESOP) from day one
• An annual learning budget
• Accelerated development paths

About the company

Clara is the leading platform in Latin America for companies to execute and manage every payment operation. It is a team of ~400 people backed by several investment firms.