Global Head of Customer Happiness
ClaraPayments company
São Paulo, BrazilDirector
Coatue
ICONIQ Growth
General Catalyst
DST Global
monashees
Kaszek Ventures
Operations & StrategyNew
About the role
TL;DR
Lead global customer happiness with an AI-first approach, driving world-class customer experience.
- •Clara is seeking a Global Head of Customer Happiness to lead its customer experience globally, focusing on AI-forward and world-class support.
- •This role reports directly to the CEO and involves people leadership, operational excellence, and data/AI-driven scaling.
- •Key Responsibilities Lead and empower teams using AI coding models and AI-driven support.
- •Pioneer an AI-first approach to customer experience, leveraging workflow automation and self-service.
- •Define global Customer Happiness strategy, OKRs, and KPIs, optimizing key metrics like NPS and CSAT.
- •Leverage customer data and BI tools to identify friction points and drive actionable improvements.
- •Requirements 8+ years of experience in Customer Support, CX, or Operations in a high-growth environment.
- •Significant experience leading leaders and scaling teams across multiple markets.
- •Extensive experience and strong interest in using AI tools to automate workflows and enhance customer satisfaction.
- •Strong analytical mindset and ability to translate data into actionable improvements.
Required skills
PythonSQLDatabricksSlackAnthropic API
Domain expertise
fintechproductivity
Benefits & perks
stock options (ESOP), learning budget, flexible vacation, hybrid work model
Tech stack
Anthropic APIDatabricksSlackPythonSQL