2h ago
Customer Happiness Associate
São Paulo, São Paulo, Brazil
full-time HybridFintech
Tech Stack
Description
You will be the voice of Clara, our B2B payments platform, handling escalated customer inquiries via email, chat, and phone with empathy and ownership. You'll work closely with cross-functional teams to resolve complex issues and improve processes based on feedback, all while delivering a high-quality customer experience.
Requirements
- 2+ years as Customer Support or Success Agent, preferably Fintech or B2B
- Experience supporting B2B clients
- Based in São Paulo metropolitan region with availability for occasional office work
- Availability to work 11:00-20:00 BRT
- Advanced proficiency in Google Drive, Office tools, and Zendesk or similar
Responsibilities
- Handle and resolve escalated customer inquiries via email, chat, and phone
- Investigate problems thoroughly and document findings in internal tools
- Proactively reach out to customers to provide solutions and support, including follow-up calls
- Offer thoughtful options to customers considering cancellation, focusing on long-term retention
- Identify and propose process improvements based on customer feedback
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