HubSpot Operations

Company Overview:

Clivi is Mexico’s first digital clinic dedicated to helping patients with chronic health conditions, specifically targeting type 2 diabetes—one of the leading causes of death in Latin America. Our mission is to transform lives across the region by providing integrated, data-driven healthcare solutions. As a purpose-driven startup, we are looking for exceptional individuals who are passionate about making a positive impact and excited to be part of our growth journey.

About the Role

We’re hiring a high-potential, extremely hands-on operator to own and improve the day-to-day execution of our Service Operations in HubSpot (Service Hub + Operations Hub). This is not a “you must already be the expert” role. We want someone who learns fast by building, breaking, fixing, documenting, and iterating.

You will be mentored, but you are expected to be autonomous in learning: digging into HubSpot docs, testing in sandbox, debugging workflows, and proposing improvements. If you have strong startup ops instincts, enjoy technical problem solving, and love making systems run smoothly, you’ll grow quickly into a HubSpot Ops expert.

What you’ll own (responsibilities)

1. Operate and improve patient support flows in HubSpot Service Hub

- Keep ticket pipelines, statuses, routing, SLAs, and inbox workflows clean and consistent
- Identify bottlenecks and propose changes to reduce response and resolution times
- Ensure our ticket taxonomy (reasons, channel, priority, outcomes) stays reliable

2. Build automation with a “systems” mindset

- Create and iterate workflows for assignment, escalation, notifications, closure rules, and internal handoffs
- Improve data quality with Operations Hub tools (formatting, property hygiene, dedup, validations)
- Document workflows clearly so the org can maintain them

3. Integrations and data flow (with support)

- Help maintain and monitor integrations (WhatsApp, telephony, internal tools, Make/Zapier/n8n)
- Define and validate field mappings, required properties, and error-handling rules
- Troubleshoot breakages and coordinate fixes with engineering or vendors when needed

4. Reporting and operational visibility

- Maintain dashboards and weekly performance reporting for support operations
- Track core metrics (SLA, backlog, reopen rate, ticket volume mix, productivity, quality signals)
- Turn data into actions: propose experiments and run them

5. Operational rigor

- Create SOPs, checklists, and a lightweight change-control process for HubSpot changes
- Be the “owner” of consistency: naming, properties, conventions, and audits

What we’re looking for (must-have)

- 2–3 years in startups or fast-changing environments, ideally in operations, CX ops, revops ops, product ops, or similar
- Very hands-on builder: you learn by doing, and you’re not afraid to break things in a sandbox
- Strong analytical thinking (you can reason about funnels, queues, SLAs, and root cause)
- Comfortable with tools and systems (spreadsheets, CRMs, automation platforms, APIs at a basic level)
- Clear communicator who can write clean documentation and explain flows to non-technical teammates
- English: intermediate or above (you can read docs, follow technical threads, communicate async)

Nice to have

- Any experience using HubSpot (even if not “expert”), especially Service Hub or workflows
- Experience with Make, Zapier, n8n, or basic webhooks
- Experience in WhatsApp-first operations or healthcare/regulated ops
- HubSpot certifications (not required)

How success looks (first 90 days)

- Week 1–2: Understand current flows, map the system, baseline metrics, propose a prioritized backlog
- Month 1: Fix the “obvious pain” issues (routing consistency, SLA visibility, duplicates triage, key properties)
- Month 2: Ship 5–8 meaningful automation improvements with documentation and monitoring
- Month 3: Dashboards become “decision-grade” and the support team feels the system is predictable, faster, and easier

What we offer

- A role with real ownership and fast growth into HubSpot Ops expertise
- Hybrid work in Condesa CDMX
- A mission-driven company where your work directly impacts patient outcomes
- High trust, high standards, strong bias to action