Global Head of Customer Happiness - São Paulo (Hybrid)

Ready to accelerate your career?

Clara is the fastest-growing company in Latin America. We've built the leading solution for companies to make and manage all their payments. We already help over 20,000 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.

We’re 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 you'll do We're looking for a Global Head of Customer Happiness to lead Clara’s 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 report directly to the company CEO. 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 Databricks and 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 Clara’s hyper-growth.

Who you are We’re looking for someone who meets the minimum requirements to be