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 RoleWe'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 HubKeep ticket pipelines, statuses, routing, SLAs, and inbox workflows clean and consistentIdentify bottlenecks and propose changes to reduce response and resolution timesEnsure our ticket taxonomy (reasons, channel, priority, outcomes) stays reliable2. Build automation with a "systems" mindsetCreate and iterate workflows for assignment, escalation, notifications, closure rules, and internal handoffsImprove data quality with Operations Hub tools (formatting, property hygiene, dedup, validations)Document workflows clearly so the org can maintain them3. 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 rulesTroubleshoot breakages and coordinate fixes with engineering or vendors when needed4. Reporting and operational visibilityMaintain dashboards and weekly performance reporting for support operationsTrack core metrics (SLA, backlog, reopen rate, ticket volume mix, productivity, quality signals)Turn data into actions: propose experiments and run them5. Operational rigorCreate SOPs, checklists, and a lightweight change-control process for HubSpot changesBe the "owner" of consistency: naming, properties, conventions, and auditsWhat 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 similarVery hands-on builder: you learn by doing, and you're not afraid to break things in a sandboxStrong 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 teammatesEnglish: intermediate or above (you can read docs, follow technical threads, communicate async)Nice to haveAny experience using HubSpot (even if not "expert"), especially Service Hub or workflowsExperience with Make, Zapier, n8n, or basic webhooksExperience in WhatsApp-first operations or healthcare/regulated opsHubSpot certifications (not required)How success looks (first 90 days)Week 1–2: Understand current flows, map the system, baseline metrics, propose a prioritized backlogMonth 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 monitoringMonth 3: Dashboards become "decision-grade" and the support team feels the system is predictable, faster, and easierWhat we offerA role with real ownership and fast growth into HubSpot Ops expertiseHybrid work in Condesa CDMXA mission-driven company where your work directly impacts patient outcomesHigh trust, high standards, strong bias to action