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Customer Happiness Supervisor

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Mexico

Offer summary

Qualifications:

2+ years of experience leading teams or acting as a technical referent in customer experience (CX)., 3+ years of B2B customer experience., Proficiency with Zendesk, CRM platforms, and Excel/Sheets., Strong communication skills, empathy, and a goal-driven mindset..

Key responsabilities:

  • Lead and support a team of Customer Happiness Associates to ensure quality and performance.
  • Provide feedback and personalized development plans for team members.
  • Ensure KPIs such as SLA, CSAT, and Full Resolution are met.
  • Collaborate with other departments to address and resolve customer issues.

Clara logo
Clara Fintech: Finance + Technology Scaleup https://www.clara.com/
201 - 500 Employees
See all jobs

Job description

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 being used by thousands of the most 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 be the one guiding and supporting a group of specialists to ensure that every reply, follow-up, and conversation exceeds expectations.
This role combines hands-on leadership with operations: you’ll help your team grow and jump into action when needed.

Responsibilities


- Lead a group of Customer Happiness Associates, ensuring quality, performance and alignment with CX goals.
- Provide constant feedback and personalized development plans.
- Ensure KPIs are met (SLA, CSAT, One Touch, Full Resolution).
- Be ready to join the operation when needed: solving complex cases or talking to customers asking for a team lead.
- Support performance reporting and data analysis.
- Help document and improve macros, flows and help articles.
- Collaborate with Product, Support, and Ops to escalate or fix friction points.
- Lead by example and strengthen the team culture.

Profile


- 2+ year leading teams or acting as technical referent in CX.
- 3+ years of B2B customer experience.
- Experience with Zendesk, CRM platforms and Excel/Sheets.
- Intermediate English.
- Strong communication, empathy, ownership and goal-driven mindset.

The way we do things is as important as what we do. That is why we operate on a set of carefully-identified values. They are what we expect from ourselves and each other in our day-to-day.
 
We value
* Clarity - Open and direct communication
* Simplicity - Pare things down to the essential
* Ownership - We're all owners and act like it
* Pride - Make quality products we're proud of
* Always Be Changing (ABC) - Continuous self-improvement
* Inclusivity - Every voice counts; we value each other for our shared mission and contributions
 
We are
* Shaping business finances in Latin America
* Driven by our 6 core values
* Proud of our inclusive and caring culture
* Certified as Top LinkedIn Startup
 
What We offer 
* Competitive salary & a robust stock ownership plan
* 100% flexible work model
* A set of benefits that are adaptable to your needs & way of life
* Opportunities for growth in a fast-paced environment
* A chance to shape B2B payments in Latin America and increase the region’s economic competitiveness

Required profile

Experience

Industry :
Fintech: Finance + Technology
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Customer Experience ImprovementKPI ReportingAnalyticsZendeskCustomer Relationship Management

Other Skills

  • Team Leadership
  • Google Sheets
  • Microsoft Excel
  • Empathy
  • Goal-Oriented
  • Communication
Are you interested?

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