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 used by thousands of 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 guide and support a team of specialists to ensure every reply, follow-up, and conversation exceeds expectations. This role combines hands-on leadership with operations: helping your team grow and stepping in when needed. Responsibilities Lead a team of Customer Happiness Associates, ensuring quality, performance, and alignment with CX goals. Provide ongoing feedback and personalized development plans. Ensure KPIs such as SLA, CSAT, One Touch, and Full Resolution are met. Participate directly in operations when necessary, resolving complex cases or addressing customer escalations. Support performance reporting and data analysis. Assist in documenting and improving macros, workflows, and help articles. Collaborate with Product, Support, and Operations teams to escalate or resolve friction points. Lead by example and foster a positive team culture. Profile At least 2 years leading teams or serving as a technical reference in CX. Over 3 years of B2B customer experience. Experience with Zendesk, CRM platforms, and Excel/Sheets. Intermediate English proficiency. Strong communication, empathy, ownership, and goal-oriented mindset. Our core values are as important as our work: Clarity, Simplicity, Ownership, Pride, and Inclusivity—guiding us daily. We value Clarity - Open and direct communication Simplicity - Focus on essentials Ownership - Acting with responsibility Pride - Delivering quality products Inclusivity - Valuing every voice We are Shaping business finances in Latin America Driven by our 6 core values Proud of our inclusive and caring culture Certified as a Top LinkedIn Startup What We Offer Competitive salary & stock ownership plan Flexible benefits tailored to your needs Opportunities for growth in a fast-paced environment Impactful work shaping B2B payments in Latin America #J-18808-Ljbffr