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

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. This is a hybrid role: you'll split your time between the office, customers and home.

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; An annual learning budget and accelerated development paths