Job Summary: We are looking for a Customer Success Analyst (Expert) to support our customers post-purchase, resolving questions, coordinating claims, and building trust. Key Highlights: 1. Strategic and key support role for the customer post-purchase experience. 2. Responsible for building trust and resolving service-related questions. 3. Coordination and follow-up of claims, ensuring clear communication. **About Us:** At Koltin, we are redefining how we care for our dads, moms, grandparents, and great-grandparents—helping them stay healthy, active, and independent for as long as possible. We do this through our health memberships, which include: * Clinical care focused on prevention * Major medical expense insurance coverage * Wellness and community programs We are the first company in Mexico protecting older adults, from ages 50 to 84. We are rapidly expanding across the country with a clear purpose: transforming the healthcare experience for Older Adults—making it more human, accessible, and dignified. **About the Role** A **Customer Success Analyst (Expert)** is a strategic and supportive role for our customers at every stage of the post-purchase process. This person will focus on continuing to build trust with our insured members, resolving any questions about our service, and coordinating and following up on any claims that arise. They will be the primary point of contact for resolving operational, administrative, and service-related questions, as well as for coordinating and following up on emergency situations and processes related to major medical expense insurance. The new Customer Success Analyst will maintain constant communication with the sales team to ensure out-of-this-world customer service and must maintain active availability across our customer service channels to guarantee timely, high-quality service experiences. **Responsibilities** * Be connected and available on phone lines and WhatsApp during working hours. * Work a **8-hour daily, 5-day weekly schedule**, ensuring continuous and timely customer support. * Resolve questions related to **billing**, payments, invoicing, and membership status. * Clearly and empathetically explain the **health membership benefits**, helping customers understand how and when to use each service. * Accompany and connect customers in ways that are useful to them, ensuring proper access to clinical, wellness, and insurance services. * Handle and follow up on the **emergency line**, routing cases correctly and promptly. * Ensure customers gain access to all their services, including **major medical expense insurance**. * Coordinate and follow up on **claims**, ensuring clear communication among customers, insurers, and internal teams. * Provide ongoing post-sale support, anticipating potential friction points and preventing negative experiences. * Maintain constant communication with the sales team to ensure exceptional customer service. * Log and track customer interactions in tools such as **HubSpot**, ensuring clear and up-to-date information. **You’re a great fit if you are someone who:** * You’re a great fit if you are someone who: * Is committed to ensuring that **NO customer has a bad experience** * Has experience in communications, marketing, sales, account management, or customer service * Possesses strong verbal and written communication skills * Has an analytical mindset and is results-oriented * Can work effectively across multiple departments and projects simultaneously * Works well in teams, shows initiative, handles multitasking, and can quickly adjust priorities * Has a strong sense of urgency and mental agility: excels at solving problems quickly * Preferably has experience with HubSpot * Is highly proactive and curious **Benefits:** Access to tools and benefits supporting your professional growth—such as courses, workshops, books, etc. Unlimited private telemedicine services (general practitioner, nutritionist, and psychologist) for you and up to 3 family members Access to physical wellness tools (TotalPass) 9 additional personal leave days per year, as mandated by law Major Medical Expense Insurance Necessary equipment to perform your job Monthly stipend of $500 MXN added to your monthly salary One-time onboarding support payment of $2,000 MXN after probation period Remote work two days per week Work location: Paseo de los Virreyes 45, Puerta de Hierro, Zapopan, Jalisco. CP 45116