Global Head of Customer Happiness - Mexico City (Hybrid)
Core
Lead Clara's global Customer Happiness organization to deliver an AI-forward, world-class customer experience across Latin America markets.
Role type
Global Head of Customer Happiness (Strategy & People Leadership)
Builds
AI-driven support models, self-service solutions, and operational frameworks for B2B fintech customers.
Domain
Fintech / B2B Payments / Customer Experience
Required skills
Customer Experience strategy, scaling support teams across multiple markets, AI workflow automation, data-driven operational optimization, cross-functional executive leadership, customer service platform management
Preferred skills
Fintech/banking experience, leading teams in Mexico/Brazil/Colombia, SQL/Python/Spreadsheet analytics
Technologies
N8N, Databricks, Metabase, Zendesk, Intercom, Claude, Codex, Cursor
Responsibilities
Define global Customer Happiness strategy, OKRs, and service standards; Lead and develop Customer Happiness leaders across Mexico, Brazil, and Colombia; Optimize key metrics (NPS, CSAT, SLA, productivity); Act as strategic partner to senior leaders to influence company-wide strategy; Leverage customer data to identify friction points and drive improvements; Ensure organization has right talent, tools, and AI resources for hyper-growth.
Seniority
Senior, hands-on IC with people leadership