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

<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>08:00 to 17:00 (BRT)</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 <str