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

The role

You will support Clara's B2B customers by resolving escalated issues through email, chat, and phone. You will investigate customer problems, identify feedback trends, and manage multiple tickets using tools like Zendesk and HubSpot.

What you will do

• 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.

Required qualifications

• At least 2 years of experience in Customer Support, Customer Success, or Customer Experience roles
• Previous experience supporting B2B clients
• Advanced proficiency with tools like Google Drive, Zendesk (or similar CSS), and HubSpot (or similar CRM)
• Intermediate English proficiency
• 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 have

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

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 Notable Capital, Coatue, Kaszek, monashees, DST Global, ICONIQ, General Catalyst and Goldman Sachs.