Customer Happiness Associate - Weekends (Analista de Experiência do Cliente - Finais de Semana) – São Paulo (Hybrid)

What you'll do

We're looking for a Customer Happiness Associate to support our mission of delivering a seamless, human, and high-quality customer experience. You’ll be the voice of Clara to our customers, solving complex issues with empathy and ownership. This role is key to helping us build long-term trust with our B2B clients in Brazil, especially during critical or escalated situations.

You'll work closely with other Customer Happiness team members, as well as cross-functional teams like Product, Engineering, and Operations. Your shift will be from 9:00 to 18:00 (BRT), from Wednesday to Sunday (scale 5x2), helping us support customers across different time zones and urgent issues.

Your responsibilities will include:

• Handling and resolving escalated customer inquiries via email, chat, and phone.
• Investigating problems thoroughly and documenting findings clearly in our internal tools.
• Proactively reaching out to customers to provide solutions and support, including follow-up calls as needed.
• Offering thoughtful options to customers looking to cancel or return their orders, always with a focus on long-term retention.
• Identifying and proposing improvements to our processes based on customer feedback.
• Acting as a calm, empathetic, and clear communicator—even in high-pressure or complex situations.
• Delivering support with a high bar for quality and excellence, always prioritizing the customer's needs.
• Managi