Customer Happiness Associate - Exclusive for People with Disabilities - PWD (Analista de Experiência do Cliente - Exclusiva para PCD) - São Paulo (Hybrid)
About the role
Ready to accelerate your career? Clara is the fastest-growing company in Latin America. We've built the leading solution for companies to make and manage all their payments. We already help over 20,000 large and growing businesses operate with agility and financial clarity through locally issued corporate cards, bill pay, financing, and a powerful B2B platform built for scale. Clara is backed by some of the most successful investors in the world, including top regional VCs like monashees, Kaszek, and Canary, and leading global funds like Notable Capital, Coatue, DST Global Partners, ICONIQ Growth, General Catalyst, Citi Ventures, SV Angel, Citius, Endeavor Catalyst, and Goldman Sachs - in addition to dozens of angel investors and local family offices. We’re building the financial infrastructure that powers high-performing organizations across the region. We invite you to join us if you want to be part of a fast-paced environment that will accelerate your career and support you to do some of the best work of your life alongside a passionate and committed team distributed across the Americas.
What you'll do: At Clara, we believe that diversity is the core of innovation. Therefore, this position is exclusively for People with Disabilities (PWD) . We are looking for a Customer Happiness Associate to be the voice of Clara, solving complex issues with empathy and ownership. This role is key to building long-term trust with our B2B clients in Brazil, delivering a seamless and high-quality human experience. You will work closely with other Customer Happiness team members, as well as cross-functional teams like Product, Engineering, and Operations. Your shift will be from 8:00 to 17:00 or 9:00 to 18:00 (BRT) , from Monday to Friday, 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 (Zendesk). 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 looking to cancel or return their orders, 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.
