Customer Happiness Associate (Asociado/a de Atención al Cliente) – Colombia (Hybrid)

Clara is the leading platform in Latin America for companies to execute and manage every payment operation. We're looking for a Customer Happiness Associate to support Clara's growing base of B2B customers in Colombia. 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. This is a remote-first role: you'll work from home day to day, ramp up in person with the team, and come together in person for team moments, events and customer visits through the year.

Responsibilities

Resolve escalated support issues through email, chat, and phone with empathy and precision; Proactively investigate customer problems and document findings clearly in internal tools; Provide follow-up support to ensure complete resolution and satisfaction; Engage with customers considering cancelling or reducing their usage and offer solutions that support retention; Identify trends in customer feedback and propose improvements to product or process; Balance multiple incoming tickets while maintaining quality, tone, and timeliness in every interaction; Use tools like Zendesk, HubSpot, and Google Drive to deliver high-touch, data-informed support

Requirements

At least 2 years of experience in Customer Support, Customer Success, or Customer Experience roles; Previous experience supporting B2B clients, preferably in a Fintech or fast-paced startup; Advanced proficiency with tools like Google Drive, Zendesk (or similar CSS), and HubSpot (or similar CRM); Intermediate English proficiency and full professional fluency in Spanish; Strong attention to detail and a high-quality bar for service excellence; A calm, empathetic communicator who thrives in dynamic, high-volume environments; Comfortable managing multiple tickets or cases simultaneously

Nice to have

Professional proficiency in English; Experience suggesting operational or product improvements based on customer feedback; Interest in automation tools or AI to improve support workflows

Benefits

Competitive salary and stock options (ESOP) from day one; Annual learning budget; Accelerated development paths