Job Summary: Senior Customer Success Analyst responsible for building trust, resolving inquiries, and coordinating claims to ensure an exceptional post-sales experience for policyholders. Key Highlights: 1. Strategic and key support role in post-sales for the customer. 2. Builds trust and resolves questions regarding health services. 3. Coordinates and tracks claims and emergency services. **About Us:** At Koltin, we are redefining how we care for our dads, moms, grandparents, and elders, with the goal of helping them stay healthy, active, and independent for as long as possible. We do this through our health memberships, which integrate: * Clinical care focused on prevention * Major medical expense coverage * Wellness and community programs We are the first company in Mexico dedicated to protecting older adults, from ages 50 to 84. We are growing rapidly across the country, driven by a clear purpose: transforming the healthcare experience for Older Adults—making it more human, accessible, and dignified. **About the Role** A **Senior Customer Success Analyst** is a strategic and supportive role for our customers at every stage of the post-sales process. This person will focus on continuing to build trust with our policyholders, resolving any questions about our services, and coordinating and tracking any claims that arise. They will serve as the primary point of contact for resolving operational, administrative, and service-related inquiries, as well as for coordinating and tracking 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 support channels to guarantee timely and 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 inquiries 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 they correctly access clinical, wellness, and insurance services. * Handle and track the **emergency hotline**, routing cases accurately and promptly. * Ensure customers access all their services, including **major medical expense insurance**. * Coordinate and track **claims**, ensuring clear communication among customers, insurers, and internal teams. * Provide ongoing post-sales support, anticipating potential friction points and preventing negative experiences. * Maintain constant communication with the sales team to ensure exceptional customer service. * Record 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:** * Is committed to ensuring that **NO customer has a negative 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 effectively collaborate across multiple departments and manage several projects simultaneously * Works well in teams, shows initiative, handles multiple tasks concurrently, and can quickly adjust priorities * Demonstrates urgency and mental agility: excels at solving problems efficiently and within tight timeframes * Preferably has experience using 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 3 family members Access to physical wellness tools (TotalPass) 9 additional personal leave days per year, as mandated by law Major Medical Expense Insurance Equipment required to perform your job Monthly stipend of $500 MXN added to your monthly salary One-time support payment of $2,000 MXN after the probation period Remote work two days per week Work location: Prolongación Vasco de Quiroga 4973, Zona La Ponderosa, Cuajimalpa de Morelos, CDMX, C.P. 05370