Job Application for Customer Happiness Supervisor at Clara

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Clara is the leading spend management platform for companies in Latin America. Our end-to-end solution includes locally-issued corporate cards, bill pay, and our highly-rated software platform; already being used by thousands of the most successful companies across the region.

Clara is backed by top investors and strategics including Accial Capital, Canary, Citi Ventures, Coatue, DST Global, General Catalyst, Goldman Sachs, ICONIQ Growth, Kaszek, Monashees, and Notable Capital, as well as prominent angel investors.

As a Customer Happiness Team Lead, you’ll be the one guiding and supporting a group of specialists to ensure that every reply, follow-up, and conversation exceeds expectations.
This role combines hands-on leadership with operations: you’ll help your team grow and jump into action when needed.

Responsibilities

- Lead a group of Customer Happiness Associates, ensuring quality, performance and alignment with CX goals.
- Provide constant feedback and personalized development plans.
- Ensure KPIs are met (SLA, CSAT, One Touch, Full Resolution).
- Be ready to join the operation when needed: solving complex cases or talking to customers asking for a team lead.
- Support performance reporting and data analysis.
- Help document and improve macros, flows and help articles.
- Collaborate with Product, Support, and Ops to escalate or fix friction points.
- Lead by example and strengthen the team culture.

Profile

- 2+ year leading teams or acting as technical referent in CX.
- 3+ years of B2B customer experience.
- Experience with Zendesk, CRM platforms and Excel/Sheets.
- Intermediate English.
- Strong communication, empathy, ownership and goal-driven mindset.

The way we do things is as important as what we do. That is why we operate on a set of carefully-identified values. They are what we expect from ourselves and each other in our day-to-day.

We value

* Clarity - Open and direct communication

* Simplicity - Pare things down to the essential

* Ownership - We're all owners and act like it

* Pride - Make quality products we're proud of

* Always Be Changing (ABC) - Continuous self-improvement

* Inclusivity - Every voice counts; we value each other for our shared mission and contributions

We are

* Shaping business finances in Latin America

* Driven by our 6 core values

* Proud of our inclusive and caring culture

* Certified as Top LinkedIn Startup

What We offer

* Competitive salary & a robust stock ownership plan

* 100% flexible work model

* A set of benefits that are adaptable to your needs & way of life

* Opportunities for growth in a fast-paced environment

* A chance to shape B2B payments in Latin America and increase the region’s economic competitiveness

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Customer Happiness Supervisor

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