2h ago
Customer Happiness Associate
Colombia
full-timemid HybridFintech
Tech Stack
Description
You'll be a key player in ensuring an exceptional support experience for Clara’s B2B customers, owning complex issue resolution and creating thoughtful interactions that reflect Clara’s commitment to excellence. You will resolve escalated issues, proactively investigate problems, and identify trends to improve product and process.
Requirements
- At least 2 years of experience in Customer Support, Customer Success, or Customer Experience roles
- Previous experience supporting B2B clients, preferably in Fintech or fast-paced startup
- Advanced proficiency with Google Drive, Zendesk (or similar CSS), and Hubspot
Responsibilities
- Resolve escalated support issues through email, chat, and phone with empathy and precision
- Proactively investigate customer problems and document findings in internal tools
- Provide follow-up support to ensure complete resolution and satisfaction
- Engage with customers considering cancellation and offer retention solutions
- Identify trends in customer feedback and propose improvements to product or process
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