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

What you'll do

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.

In this role, you will:

• 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.

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

• 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 haves

• Professional proficiency in English

• Experience suggesting operational or product improvements based on customer feedback

• Interest in automation tools or AI to improve support workflows

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.