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Koltin is redesigning elder and disabled care in Mexico, offering health memberships that integrate preventive clinical care, major medical expense coverage, and wellness programs for adults aged 50–84. The company is rapidly expanding across the country with a mission to make healthcare more human, accessible, and dignified.
As a Customer Success Analyst, you will be a strategic support point for customers throughout the post-sale journey. You are the primary contact for resolving operational, administrative, and service questions, coordinating emergency situations, and managing major medical expense insurance claims. You will maintain constant communication with the sales team and other departments to ensure exceptional customer experience.
Key responsibilities include:
- Providing continuous, timely support via phone and WhatsApp during work hours
- Resolving customer inquiries related to billing, payments, membership status, and claims
- Clearly explaining health membership benefits and helping customers access clinical, wellness, and insurance services
- Managing and following up on emergency line cases, routing them appropriately
- Coordinating and tracking insurance claims with clear communication between customers, insurers, and internal teams
- Providing proactive post-sale support to prevent friction and negative experiences
- Recording and tracking customer interactions in HubSpot
- Collaborating across departments to ensure seamless service delivery
You are a strong fit if you have customer service or related experience (communications, marketing, sales, account management), excellent verbal and written communication skills, analytical and results-oriented thinking, ability to multitask and work across departments, quick problem-solving ability, and ideally HubSpot experience. You should be proactive, curious, and committed to ensuring no customer has a poor experience.
