About this Customer Happiness Associate (Asociado/a de Atención al Cliente) – Ciudad de México (Hybrid) role at Clara
Clara is the leading platform in Latin America for companies to execute and manage every payment operation. 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.
What you'll do
We're looking for a Customer Happiness Associate to support Clara’s growing base of B2B customers. You’ll be a key player in ensuring an exceptional support experience, owning complex issue resolution and creating thoughtful interactions that reflect Clara’s commitment to excellence.
In this role, you will:
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Resolve escalated support issues through email, chat, and phone with empathy and precision.
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Proactively investigate customer problems and document findings clearly in internal tools.
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Provide follow-up support to ensure complete resolution and satisfaction.
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Engage with customers considering cancelling or reducing their usage and offer solutions that support retention.
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Identify trends in customer feedback and propose improvements to product or process.
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Balance multiple incoming tickets while maintaining quality, tone, and timeliness in every interaction.
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Use tools like Zendesk, HubSpot, and Google Drive to deliver high-touch, data-informed support.
Who you are
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.
Must haves
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At least 2 years of experience in Customer Support, Customer Success, or Customer Experience roles
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Previous experience supporting B2B clients, preferably in a Fintech or fast-paced startup
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Advanced proficiency with tools like Google Drive, Zendesk (or similar CSS), and HubSpot (or similar CRM)
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Intermediate English proficiency and full professional fluency in Spanish
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Strong attention to detail and a high-quality bar for service excellence
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A calm, empathetic communicator who thrives in dynamic, high-volume environments
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Comfortable managing multiple tickets or cases simultaneously
Nice to haves
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Professional proficiency in English
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Experience suggesting operational or product improvements based on customer feedback
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Interest in automation tools or AI to improve support workflows
Where we work
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.
Why Clara
- A high talent-density team driven to make an impact in Latin America — low ego, high ownership.
- Competitive salary and stock options (ESOP) from day one.
- An annual learning budget and accelerated development paths.
- English is our working language, with Spanish and Portuguese every day.
How we work
- Clarity — Open and direct communication: we say what we mean and give context where it matters.
- Simplicity — If it can be simpler, it should be.
- Ownership — We own everything we do, end to end. When something needs to happen, we don't wait.
- Pride — We hold ourselves to a high standard, and it shows in what we deliver.
- ABC (Always Be Changing) — We adapt fast, embrace change, and keep learning.
- Inclusivity — Diverse ideas, stories and perspectives build a better Clara.
If you meet the must-haves, apply — the nice-to-haves are a bonus, not a requirement.
