Global Head of Customer Happiness Mexico City (Hybrid)

Ready to accelerate your career

Clara is the fastest-growing company in Latin America. Weve built the leading solution for companies to make and manage all their payments. We already help over 20000 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.

Were 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 youll do
Were looking for a Global Head of Customer Happiness to lead Claras Customer Happiness organization globally with the mission of delivering an AI-forward and world-class customer experience in every market. You will lead our local Customer Happiness leaders and their teams setting the strategy standards and operating model for the function everywhere that Clara operates and work closely with Claras CEO and Chief Product Officer. This role combines people leadership customer experience operational excellence and a heavy emphasis on data and AI-driven technology to scale our support models as we grow.

• Lead with example: being involved in building your own solutions using AI coding models (Claude Codex Cursor open source models etc.) and manage an organization that includes agents and people fully empowered by AI
• Pioneer an AI-first approach to customer experience defining how artificial intelligence workflow automation (such as N8N) and self-service solutions can dramatically improve the customer journey boost team productivity and drive operational scalability.
• Lead and develop Customer Happiness leaders across Mexico Brazil and Colombia creating a high-performance customer-centric organization with strong operational rigor.
• Define the global Customer Happiness strategy OKRs KPIs and service standards ensuring strong execution and continuous improvement across markets.
• Own and continuously optimize key metrics such as NPS CSAT SLA response and resolution times quality and productivity.
• Standardize and optimize processes across countries while maintaining the right level of local flexibility to meet regional needs.
• Act as a strategic partner and key stakeholder to senior leaders and executives across Product Engineering Operations etc. serving as the voice of the customer to influence company-wide strategy and solve recurring pain points.
• Leverage customer data feedback and contact reasons (using BI tools like Databricksand Metabase) to identify root causes of user friction and turn insights into actionable improvements communicating findings transparently via Slack and Google Drive documentation.
• Ensure the organization has the right talent tools capacity and AI resources to seamlessly support Claras hyper-growth.

Who you are
Were 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

• 8 years of experience in Customer Support Customer Experience Customer Operations or related functions with proven role-specific execution in a high-growth environment.
• Significant experience leading leaders and scaling teams ideally across multiple markets or business units.
• Proven experience owning and improving customer experience and operational KPIs including NPS CSAT SLA quality and productivity.
• Extensive experience and a strong interest in using AI tools to automate workflows scale operations and enhance customer satisfaction treating AI as a core component of your operational strategy.
• Strong cross-functional leadership and executive presence with a proven track record of managing relationships with senior leaders and cross-functional stakeholders.
• Strong analytical mindset and ability to turn customer and operational data into clear actions and measurable improvements.
• Experience with customer service platforms such as Zendesk Intercom or similar tools.
• Excellent verbal and written communication skills.
• Adaptability to fast-changing environments and a hands-on builders mentality.

Nice to haves

• Experience in fintech banking payments SaaS or B2B technology.
• Experience leading teams across Mexico Brazil and/or Colombia.
• Independent analytical skills using spreadsheets SQL or Python.
• A good sense of humor.

Why join Clara

At Clara youll 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

• Were the leading B2B fintech for spend management in Latin America.

• Certified as one of the worlds 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 were 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 youre ready for growth ownership and impact apply now and help us redefine B2B finance in Latin America.

Claras 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 dont enforce a minimum number of days for most roles but youre 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.

Required Experience:

Director

Employment Type : Full Time
Experience: years
Vacancy: 1