Customer Happiness Associate - Exclusive for People with Disabilities - PWD (Analista de Experiência do Cliente - Exclusiva para PCD) – São Paulo (Hybrid)

Ready to accelerate your career? Clara is the fastest-growing company in Latin America. We've built the leading solution for companies to make and manage all their payments. We already help over 20,000 large and growing businesses operate with agility and financial clarity through locally issued corporate cards, bill pay, financing, and a powerful B2B platform built for scale. Clara is backed by some of the most successful investors in the world, including top regional VCs like monashees, Kaszek, and Canary, and leading global funds like Notable Capital, Coatue, DST Global Partners, ICONIQ Growth, General Catalyst, Citi Ventures, SV Angel, Citius, Endeavor Catalyst, and Goldman Sachs - in addition to dozens of angel investors and local family offices. We’re building the financial infrastructure that powers high-performing organizations across the region. We invite you to join us if you want to be part of a fast-paced environment that will accelerate your career and support you to do some of the best work of your life alongside a passionate and committed team distributed across the Americas. What you'll do: At Clara, we believe that diversity is the core of innovation. Therefore, this position is exclusively for People with Disabilities (PWD). We are looking for a Customer Happiness Associate to be the voice of Clara, solving complex issues with empathy and ownership. This role is key to building long-term trust with our B2B clients in Brazil, delivering a seamless and high-quality human experience. You will work closely with other Customer Happiness team members, as well as cross-functional teams like Product, Engineering, and Operations. Your shift will be from 11:00 to 20:00 (BRT), helping us support customers across different time zones and urgent issues. Your responsibilities will include: Handling and resolving escalated customer inquiries via email, chat, and phone (Zendesk). Investigating problems thoroughly and documenting findings clearly in our internal tools. Proactively reaching out to customers to provide solutions and support, including follow-up calls as needed. Offering thoughtful options to customers looking to cancel or return their orders, always with a focus on long-term retention. Identifying and proposing improvements to our processes based on customer feedback. Acting as a calm, empathetic, and clear communicator—even in high-pressure or complex situations. Delivering support with a high bar for quality and excellence, always prioritizing the customer's needs. Managing multiple tickets and priorities at once with strong organization and attention to detail. Who you are: We’re looking for someone who combines resilience with a customer-centric mindset and is eager to grow in a fast-paced Fintech environment. Must haves: Experience: 2+ years of experience as a Customer Support Representative or Customer Success Agent, preferably in a Fintech or B2B environment. Soft Skills: Strong interpersonal skills—calm under pressure, empathetic, and a clear communicator. Documentation: Updated medical report (Laudo Médico) confirming the disability status, in accordance with Brazilian Law 8.213/91. Technical Skills: Experience using customer support systems like Zendesk (Advanced) and CRM tools like Hubspot (Intermediate). Proficiency in Google Drive and Office tools. Location & Availability: Based in the São Paulo metropolitan region, with availability to occasionally work from Clara’s local office (Itaim Bibi). Availability to work from 11h to 20h (BRT). Languages: Working proficiency in Portuguese and Intermediate English (for reading/writing documentation). Nice to haves: Professional working proficiency in English. Experience or interest in using AI tools to streamline support workflows. Basic proficiency in Spanish or a desire to learn. Ability to analyze trends in customer issues using spreadsheets, SQL, or similar tools. Why join Clara At Clara, you’ll have the autonomy, speed, and support to make meaningful impact — not just on your team, but on how organizations are run across Latin America. Who we are We’re the leading B2B fintech for spend management in Latin America. Certified as one of the world's fastest-growing companies, a Great Place to Work, and a LinkedIn Top Startup. Passionate about making Latin America more prosperous and competitive. Constantly innovating to build financial infrastructure that enables each of our customers to thrive. Product-led, high-talent-density culture — designed for builders who raise the bar. Proud of our open, inclusive, and values-driven environment. What we believe in #Clarity. We say things clearly, directly, and proactively. #Simplicity. We reduce noise to focus on what really matters. #Ownership. We take responsibility and never wait to be told. #Pride. We build products and experiences we’re proud of. #Always Be Changing (ABC). We grow through feedback, risk-taking, and action. #Inclusivity. Every voice counts. Everyone contributes to our mission. What we offer Competitive salary and stock options (ESOP) from day one Multicultural team with daily exposure to Portuguese, Spanish, and English (our corporate language) Annual learning budget and internal accelerated development paths High-ownership environment: we move fast, learn fast, and raise the bar — together Smart, ambitious teammates — low ego, high impact Flexible vacation and hybrid work model focused on results If you’re ready for growth, ownership, and impact — apply now and help us redefine B2B finance in Latin America. Clara’s Hybrid Policy Claridians in a hybrid mode split their time between working from the office, talking to or visiting customers, or working from home. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for each individual and team. We don't enforce a minimum number of days for most roles, but you're expected to spend time at the office organically, and be at the office most days during your ramp-up or when required by your leader.