<div class="content-intro"><p><strong>Clara is the leading platform in Latin America for companies to execute and manage every payment operation.</strong> 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.</p></div><h3>What you'll do</h3> <p>We're looking for a <strong>Customer Happiness Associate</strong> 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.</p> <p>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 <strong>9:00 to 18:00 (BRT), from Saturday to Wednesday (scale 5x2)</strong>, helping us support customers across different time zones and urgent issues.</p> <p>Your responsibilities will include:</p> <ul> <li>Handling and resolving escalated customer inquiries via email, chat, and phone.</li> <li>Investigating problems thoroughly and documenting findings clearly in our internal tools.</li> <li>Proactively reaching out to customers to provide solutions and support, including follow-up calls as needed.</li> <li>Offering thoughtful options to customers considering cancelling or reducing their usage, always with a focus on long-term retention.</li> <li>Identifying and proposing improvements to our processes based on customer feedback.</li> <li>Acting as a calm, empathetic, and clear communicator—even in high-pressure or complex situations.</li> <li>Delivering support with a high bar for <strong>quality and excellence</strong>, always prioritizing the customer's needs.</li> <li>Managing multiple tickets and priorities at once with strong organization and attention to detail.</li> </ul> <h3>Who you are</h3> <p><em>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.</em></p> <h3>Must haves</h3> <ul> <li>2+ years of experience as a <strong>Customer Support Representative</strong> or <strong>Customer Success Agent,</strong> preferably in a <strong>Fintech</strong> or B2B environment.</li> <li>Previous experience supporting <strong>B2B clients</strong>.</li> <li>Based in the <strong>São Paulo metropolitan region</strong>, with availability to occasionally work from Clara’s local office.</li> <li>Availability to work from <strong>9h to 18h (BRT) and at Weekends (scale 5x2, from Saturday to Wednesday)</strong>.</li> <li>Strong interpersonal skills: calm under pressure, empathetic, and a clear communicator.</li> <li>Skilled at investigating and resolving issues autonomously, with solid documentation practices.</li> <li>Proficiency in <strong>Google Drive</strong> and Office tools (Advanced).</li> <li>Experience using customer support systems like <strong>Zendesk</strong> or similar (Advanced).</li> <li>Familiarity with <strong>CRM tools</strong> like <strong>HubSpot</strong> or similar (Intermediate).</li> <li>Working proficiency in <strong>Portuguese</strong> and <strong>Intermediate English</strong>.</li> </ul> <h3>Nice to haves</h3> <ul> <li>Professional working proficiency in <strong>English</strong>.</li> <li>Experience or interest in using <strong>AI tools</strong> to streamline support workflows.</li> <li>Basic proficiency in <strong>Spanish</strong> or a desire to learn.</li> <li>Ability to analyze trends in customer issues using spreadsheets, SQL, or similar tools.</li> <li>Leadership potential and ability to handle complexity with calm and clarity.</li> </ul> <p><strong>Where we work</strong></p> <p>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.</p><div class="content-conclusion"><h2>Why Clara</h2> <ul> <li><strong>A high talent-density team</strong> driven to make an impact in Latin America — low ego, high ownership.</li> <li>Competitive salary and stock options (ESOP) from day one.</li> <li>An annual learning budget and accelerated development paths.</li> <li>English is our working language, with Spanish and Portuguese every day.</li> </ul> <h2>How we work</h2> <ul> <li><strong>Clarity</strong> — Open and direct communication: we say what we mean and give context where it matters.</li> <li><strong>Simplicity</strong> — If it can be simpler, it should be.</li> <li><strong>Ownership</strong> — We own everything