Global Head of Customer Happiness

• Lead by 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.

• 8+ years of experience in Customer Support, Customer Experience, Customer Operations, or related functions, with proven role-specific execution in a high-growth environment.
• Significant experience leading leaders and scaling teams, ideally across multiple markets or business units.
• Proven experience owning and improving customer experience and operational KPIs, including NPS, CSAT, SLA, quality, and productivity.
• Extensive experience and a strong interest in using AI tools to automate workflows, scale operations, and enhance customer satisfaction, treating AI as a core component of your operational strategy.
• Strong cross-functional leadership and executive presence, with a proven track record of managing relationships with senior leaders and cross-functional stakeholders.
• Strong analytical mindset and ability to turn customer and operational data into clear actions and measurable improvements.
• Experience with customer service platforms such as Zendesk, Intercom, or similar tools.
• Excellent verbal and written communication skills.
• Adaptability to fast-changing environments and a hands-on, builder's mentality.

• Experience in fintech, banking, payments, SaaS, or B2B technology.
• Experience leading teams across Mexico, Brazil, and/or Colombia.
• Independent analytical skills using spreadsheets, SQL, or Python.
• A good sense of humor.

Where we work

This is a hybrid role: you'll split your time between the office, customers and home. We don't set a minimum number of office days for most roles — you'll spend time in the office naturally, and most days during your ramp-up or when your leader asks.