Customer Happiness Associate - Key Accounts/ Premium (Analista de Experiência do Cliente - Contas Premium) – São Paulo/ SP (Hybrid)

We’re looking for a Customer Happiness Associate – Key Accounts to support our mission of delivering a seamless, human, and high-quality customer experience to some of Clara’s most strategic customers.

You’ll be one of Clara’s main points of contact for our Key Accounts and premium customers, providing high-touch support, managing complex requests and ensuring an excellent experience throughout every interaction.

This role requires strong ownership, organization and communication skills, as you’ll support customers with differentiated service expectations and SLAs, including situations that may require urgency, coordination across teams or proactive follow-up.

You’ll work closely with other Customer Happiness team members, as well as cross-functional teams such as Product, Engineering, Operations and other areas involved in the customer journey.

Your working hours will be from 11:00 to 20:00 BRT, Monday through Friday.

• Handling and resolving customer inquiries across multiple channels, including email, chat, WhatsApp and phone, with a high standard of quality and responsiveness.
• Providing high-touch support to Key Accounts and premium B2B customers, understanding their context, priorities and specific service expectations.
• Managing requests according to established SLAs and priority levels, ensuring timely follow-ups and clear communication throughout the resolution process.
• Investigating complex issues thoroughly and documenting findings and actions clearly in our internal tools.
• Taking ownership of customer cases from initial contact through resolution, coordinating with internal teams whenever necessary.
• Proactively reaching out to customers to provide updates, solutions and support, including follow-up calls when needed.
• Managing critical or escalated situations with calm, empathy, clarity and a strong sense of urgency.
• Building trust and long-term relationships by understanding each customer's context and providing thoughtful, personalized support.
• Identifying recurring issues, customer feedback and opportunities to improve processes and the overall Key Accounts experience.
• Collaborating closely with Product, Engineering, Operations and other internal stakeholders to resolve customer needs effectively.
• Delivering support with a consistently high bar for quality, accuracy and excellence.
• Managing multiple tickets, conversations and priorities simultaneously while maintaining strong organization and attention to detail.

We’re looking for someone who meets the minimum requirements to be considered for the role. Preferred qualifications are a bonus, not a requirement.

• 2+ years of experience in Customer Support, Customer Experience, Customer Success or a similar customer-facing role, preferably in a Fintech or B2B environment.
• Previous experience supporting B2B customers.
• Previous experience providing support to Key Accounts, premium/VIP customers, strategic accounts or customer segments with differentiated service levels and SLAs.
• Hands-on experience providing customer support through multiple channels, including chat, email, WhatsApp and phone.
• Experience managing complex or high-priority customer cases while meeting established response and resolution SLAs.
• Strong interpersonal and communication skills, with the ability to remain calm under pressure, demonstrate empathy and communicate clearly with different customer profiles.
• Strong ownership and ability to investigate and resolve issues autonomously, while knowing when and how to engage other teams.
• Excellent organization and prioritization skills, particularly when managing multiple customers and requests with different levels of urgency.
• Based in the São Paulo metropolitan region, with availability to occasionally work from Clara’s local office (Itaim Bibi).
• Availability to work from 11:00 to 20:00 BRT, Monday through Friday.
• Proficiency in Google Drive and Office tools (Advanced).
• Experience using customer support platforms such as Zendesk or similar tools (Advanced).
• Familiarity with CRM tools such as HubSpot or similar platforms (Intermediate).
• Working proficiency in Portuguese and Intermediate English.

• Professional working proficiency in English.
• Previous experience in Fintech, financial services, SaaS or technology companies serving enterprise customers.
• Experience working with high-value or strategic customer portfolios.
• Experience or interest in using AI tools to streamline support workflows and improve customer experience.
• Basic proficiency in Spanish or a desire to learn.
• Ability to analyze customer support trends and operational data using spreadsheets, SQL or similar tools.
• Experience working with metrics such as SLA, CSAT, FCR, response time and resolution time.
• Leadership potential and the ability to handle complexity with calm, clarity and ownership.
• A good sense of humor.

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.