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.