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Leads Clara’s global Customer Happiness organization across Mexico, Brazil, and Colombia. Responsibilities include managing regional leaders, defining customer experience strategy and KPIs, optimizing NPS, CSAT, SLA, quality, and productivity, standardizing processes, implementing AI-driven automation and self-service, analyzing customer data, and partnering with executives across Product, Engineering, and Operations. The role also ensures appropriate talent, tooling, capacity, and scalable support capabilities.

Lead Clara’s global Customer Happiness organization across Mexico, Brazil, and Colombia. Responsibilities include developing regional leaders, defining customer experience strategy and KPIs, optimizing NPS, CSAT, SLAs, quality, and productivity, standardizing processes, and implementing AI-driven automation and self-service. The role partners with executive and cross-functional teams, uses customer data to identify friction, and ensures the organization has the talent, tools, capacity, and technology needed to scale.

Provides empathetic, high-quality support to B2B customers by resolving escalated inquiries through email, chat, and phone. Investigates and documents issues, follows up proactively, supports retention, manages multiple tickets, and recommends process improvements. Collaborates with Product, Engineering, Operations, and Customer Happiness teams while working a Wednesday-to-Sunday hybrid schedule in São Paulo.

Lead and coach a 3-person outbound SDR team in São Paulo: run 1:1s and call reviews, build and optimize multi-channel cadences, maintain HubSpot data hygiene, standardize SDR→AE handoffs, align with Marketing/AEs, report pipeline KPIs, and actively prospect alongside the team.

Lead design and maintenance of regional compensation, equity, and variable pay programs. Benchmark market salaries, automate compensation analysis and dashboards, audit benefits, and create clear documentation to support hiring managers and leaders.

Provide daily operational support for fintech processes including KYC/KYB/AML checks, data entry, reporting, KPI monitoring, cross-functional issue resolution, and process improvement to scale operations and ensure compliance.

Provide day-to-day fintech operations support including KYC/KYB/AML onboarding checks, data entry, reporting, KPI monitoring, identifying process bottlenecks, and collaborating with customer service, risk, and finance to streamline operations.

Lead the design and execution of People Operations strategies globally, while acting as a strategic partner to Brazil's Go-To-Market and Support teams. Responsibilities include automation of workflows, data management, compliance, and mentoring a regional People Ops team.

Generate outbound pipeline by targeting CFOs, Controllers, and senior finance leaders across Latin America. Design multichannel campaigns, use AI and automation for research, personalization, prioritization, and follow-up, and build workflows connecting data, CRM, enrichment, and outreach tools. Manage HubSpot and Amplemarket, test messaging and channels, analyze results, and create repeatable outbound playbooks. Partner with AEs, Sales Leadership, and RevOps to scale the sales engine.

Plan and execute PR strategies across Mexico and Colombia, build journalist and media relationships, manage product and executive communications, create press materials, coordinate media events, support thought leadership, monitor coverage, advise C-level spokespeople, and develop crisis communications. The role collaborates cross-functionally with Content, Events, Product, and Product Marketing teams while using AI and automation to improve PR workflows.