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Koltin is redesigning elder and disabled care in Mexico by offering integrated health memberships for adults aged 50–84. These memberships combine preventive clinical care, major medical expense coverage, and wellness/community programs. The company is growing rapidly across Mexico with a mission to make healthcare more human, accessible, and dignified.
As a Customer Success Analyst, you will be the primary point of contact for post-sale support, building trust with members and resolving operational, administrative, and service questions. You'll coordinate and track claims, manage emergency line inquiries, and ensure seamless access to clinical, wellness, and insurance services.
Key responsibilities include:
- Maintain active availability on phone and WhatsApp during work hours
- Resolve member inquiries about billing, payments, membership status, and benefits
- Clearly explain health membership benefits and guide members on service access
- Triage and follow up on emergency line calls, routing cases appropriately
- Coordinate and track major medical expense claims, communicating between members, insurers, and internal teams
- Provide proactive post-sale support to prevent friction and negative experiences
- Collaborate with sales and other departments to ensure exceptional member experience
- Log and track all member interactions in HubSpot, maintaining clear and current records
Ideal candidates have customer service or related experience (communications, marketing, sales, account management), strong verbal and written communication skills, analytical and results-oriented mindset, ability to multitask across departments, quick problem-solving ability, and preferably HubSpot experience. You should be proactive, curious, and committed to ensuring no member has a poor experience.
