Customer Happiness Associate (Hybrid) – Colombia

About the role

Clara is seeking a Customer Happiness Associate to support its growing B2B customer base in Colombia. You will deliver high‑touch support via email, chat, and phone, ensuring customers receive empathetic and precise assistance.

Key responsibilities

• Resolve escalated support issues through multiple channels with empathy and precision.
• Investigate customer problems proactively and document findings in internal tools.
• Provide follow‑up support to guarantee complete resolution and satisfaction.
• Engage with customers considering cancellation or returns and propose retention solutions.
• Identify trends in feedback and suggest product or process improvements.
• Manage multiple incoming tickets while maintaining quality, tone, and timeliness.

Required profile

• At least 2 years of experience in Customer Support, Customer Success, or Customer Experience.
• Previous experience supporting B2B clients, preferably in fintech or a fast‑paced startup.
• Intermediate English proficiency and full professional fluency in Spanish.
• Strong attention to detail and a high bar for service excellence.
• Calm, empathetic communicator who thrives in high‑volume environments.

Required skills

• Advanced proficiency with Zendesk (or similar customer support platform).
• Advanced proficiency with Hubspot (or similar CRM).
• Advanced proficiency with Google Drive.

What we offer

• Competitive salary and stock options (ESOP) from day one.
• Multicultural team with daily exposure to Portuguese, Spanish, and English.
• Annual learning budget and internal accelerated development paths.
• Flexible vacation and hybrid work model focused on results.