Customer Happiness Supervisor
Clara
This job is no longer accepting applications
See open jobs at Clara.See open jobs similar to "Customer Happiness Supervisor" SV Angel.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.
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What We offer
This job is no longer accepting applications
See open jobs at Clara.See open jobs similar to "Customer Happiness Supervisor" SV Angel.