Customer Happiness Associate – Analista de Experiência do Cliente

Clara

Customer Happiness Associate supporting B2B fintech clients for Clara in São Paulo. Resolving escalated inquiries and improving retention through empathetic, high-quality support.

Posted 8/14/2026full-timeSão Paulo • 🇧🇷 BrazilJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer support capabilities with a focus on B2B environments, utilizing advanced tools like Zendesk and Google Drive. Proficient in managing customer inquiries and providing solutions while maintaining clear communication and documentation practices.

Highest-signal resume keywords

Customer Support ExperienceB2B Client SupportAdvanced Proficiency in Google DriveExperience with ZendeskWorking Proficiency in Portuguese

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportIssue ResolutionDocumentation PracticesData AnalysisSQL

Soft Skills

Interpersonal SkillsCalm Under PressureEmpathyClear CommunicationOrganization

Tools & Technologies

ZendeskGoogle DriveOffice ToolsCRM ToolsSpreadsheets

Industry Keywords

FintechB2B EnvironmentCustomer HappinessSupport WorkflowsCustomer Retention

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Handle and resolve escalated customer inquiries via email, chat, and phone
Investigate problems thoroughly and document findings clearly in internal tools
Proactively contact customers to provide solutions and support, including follow-up calls
Offer options to customers considering cancellation or returning orders, focusing on long-term retention
Identify and propose process improvements based on customer feedback
Communicate calmly, empathetically, and clearly in high-pressure or complex situations
Deliver high-quality customer support while prioritizing customer needs
Manage multiple tickets and priorities with strong organization and attention to detail
Collaborate with Customer Happiness, Product, Engineering, and Operations teams
Support B2B clients in Brazil across different time zones and urgent situations during the 08:00–17:00 BRT shift

Requirements

What you’ll need

2+ years of experience as a Customer Support Representative or Customer Success Agent, preferably in Fintech or a B2B environment
Previous experience supporting B2B clients
Based in the São Paulo metropolitan region
Availability to work 08:00–17:00 BRT
Strong interpersonal skills; calm under pressure, empathetic, and a clear communicator
Ability to investigate and resolve issues autonomously with solid documentation practices
Advanced proficiency in Google Drive and Office tools
Advanced experience with Zendesk or similar customer support systems
Intermediate familiarity with CRM tools such as HubSpot or similar
Working proficiency in Portuguese
Intermediate English
Nice-to-have: professional working proficiency in English
Nice-to-have: experience or interest in AI tools for support workflows
Nice-to-have: basic Spanish proficiency or willingness to learn
Nice-to-have: ability to analyze customer issue trends using spreadsheets, SQL, or similar tools
Nice-to-have: leadership potential and ability to handle complexity calmly

Benefits

Comp & perks

Competitive salary
Stock options (ESOP) from day one
Annual learning budget
Internal accelerated development paths
Flexible vacation
Hybrid work model
Multicultural team with daily exposure to Portuguese, Spanish, and English
High-ownership environment
Smart, ambitious teammates
Flexible hybrid policy with office, customer visits, and work-from-home options