Global Head of Customer Happiness - Mexico City (Hybrid)

The role

You will lead the Global Customer Happiness organization to deliver an AI-forward customer experience. You will set strategy, standards, and operating models while leading leaders across Mexico, Brazil, and Colombia.

What you will do

• Lead by example by building solutions using AI coding models
• Pioneer an AI-first approach to customer experience and workflow automation
• Lead and develop Customer Happiness leaders across Mexico, Brazil, and Colombia
• Define global Customer Happiness strategy, OKRs, KPIs, and service standards
• Own and optimize metrics such as NPS, CSAT, SLA, quality, and productivity
• Standardize and optimize processes across countries
• Act as a strategic partner to senior leaders across Product, Engineering, and Operations
• Leverage customer data and feedback to identify root causes of user friction
• Ensure the organization has the right talent, tools, capacity, and AI resources

Required qualifications

• 8+ years of experience in Customer Support, Customer Experience, Customer Operations, or related functions
• Significant experience leading leaders and scaling teams
• Proven experience owning and improving customer experience and operational KPIs
• Extensive experience and a strong interest in using AI tools to automate workflows
• Strong cross-functional leadership and executive presence
• Strong analytical mindset and ability to turn data into clear actions
• 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 have

• 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

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 investors including Goldman Sachs.