# Customer Happiness Associate (Analista de Experiência do Cliente) – São Paulo (Hybrid) at Clara Customer Happiness Associate (Analista de Experiência do Cliente) – São Paulo (Hybrid) at Clara in Sao Paulo / SP / Brazil. Hybrid. Posted August 14, 2026. - Company: Clara - Location: Sao Paulo / SP / Brazil - Workplace: Hybrid - Experience: 2+ years - Posted: 2026-08-14 - Apply: https://job-boards.greenhouse.io/clara/jobs/5209694007 - Source: https://jobmagic.ai/jobs/customer-happiness-associate-analista-de-experiencia-do-cliente-sao-paulo-hybrid-sgp3ap ## Requirements - 2+ years of experience as a Customer Support Representative or Customer Success Agent, preferably in a Fintech or B2B environment. - Previous experience supporting B2B clients. - Based in the São Paulo metropolitan region, with availability to occasionally work from Clara’s local office. - Availability to work from 8h to 17h (BRT). - Strong interpersonal skills: calm under pressure, empathetic, and a clear communicator. - Skilled at investigating and resolving issues autonomously, with solid documentation practices. - Proficiency in Google Drive and Office tools (Advanced). - Experience using customer support systems like Zendesk or similar (Advanced). - Familiarity with CRM tools like HubSpot or similar (Intermediate). - Working proficiency in Portuguese and Intermediate English. ## Description **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 our mission of delivering a seamless, human, and high-quality customer experience. You’ll be the voice of Clara to our customers, solving complex issues with empathy and ownership. This role is key to helping us build long-term trust with our B2B clients in Brazil, especially during critical or escalated situations. You'll work closely with other Customer Happiness team members, as well as cross-functional teams like Product, Engineering, and Operations. Your shift will be from **08:00 to 17:00 (BRT)**, helping us support customers across different time zones and urgent issues. Your responsibilities will include: - Handling and resolving escalated customer inquiries via email, chat, and phone. - Investigating problems thoroughly and documenting findings clearly in our internal tools. - Proactively reaching out to customers to provide solutions and support, including follow-up calls as needed. - Offering thoughtful options to customers considering cancelling or reducing their usage, always with a focus on long-term retention. - Identifying and proposing improvements to our processes based on customer feedback. - Acting as a calm, empathetic, and clear communicator—even in high-pressure or complex situations. - Delivering support with a high bar for **quality and excellence**, always prioritizing the customer's needs. - Managing multiple tickets and priorities at once with strong organization and attention to detail. ### 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 - 2+ years of experience as a **Customer Support Representative** or **Customer Success Agent,** preferably in a **Fintech** or B2B environment. - Previous experience supporting **B2B clients**. - Based in the **São Paulo metropolitan region**, with availability to occasionally work from Clara’s local office. - Availability to work from **8h to 17h (BRT)**. - Strong interpersonal skills: calm under pressure, empathetic, and a clear communicator. - Skilled at investigating and resolving issues autonomously, with solid documentation practices. - Proficiency in **Google Drive** and Office tools (Advanced). - Experience using customer support systems like **Zendesk** or similar (Advanced). - Familiarity with **CRM tools** like **HubSpot** or similar (Intermediate). - Working proficiency in **Portuguese** and **Intermediate English**. ### Nice to haves - Professional working proficiency in **English**. - Experience or interest in using **AI tools** to streamline support workflows. - Basic proficiency in **Spanish** or a desire to learn. - Ability to analyze trends in customer issues using spreadsheets, SQL, or similar tools. - Leadership potential and ability to handle complexity with calm and clarity. **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.