Customer Happiness Associate – Colombia (Hybrid)

About the role

Clara is seeking a Customer Happiness Associate to support its growing B2B customer base in Colombia. You will ensure an exceptional support experience by resolving complex issues and delivering thoughtful interactions.

Key responsibilities

• Resolve escalated support issues via email, chat, and phone with empathy and precision.
• Investigate customer problems, document findings in internal tools, and provide follow‑up to ensure complete resolution.
• Engage with customers considering cancellation or reduced usage and propose retention solutions.
• Identify trends in feedback and suggest product or process improvements.
• Manage multiple tickets simultaneously 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 calm, empathetic communication style.

Required skills

• Advanced proficiency with Zendesk (or similar customer support software).
• Advanced proficiency with HubSpot (or similar CRM).
• Advanced proficiency with Google Drive.

What we offer

• Competitive salary and stock options (ESOP) from day one.
• Annual learning budget and accelerated development paths.
• Remote‑first work model with occasional in‑person team events.