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Neko Health is a preventative healthcare company that combines proprietary technology with clinical care to deliver personalized health insights in a single, non-invasive visit. The company's mission is to make data-driven, preventative care accessible before symptoms appear.
As a Customer Care Specialist, you will be the first point of contact for Neko Health members across the United States. You'll own multi-channel support including email, phone, SMS, and social media, handling booking management, product inquiries, complaint resolution, and service recovery. This is a member-first role requiring empathy, organization, and composure under pressure.
In your first 6–12 months, you will ensure every member interaction feels genuinely looked after with warm, clear, and timely responses. You'll own cases from first contact through resolution, anticipating member needs and reducing repeat contacts. You'll maintain the Neko brand voice—human, considered, and on-brand—across all channels, including public-facing social media. You'll identify patterns in member feedback (recurring frustrations, product stumbles, experience gaps) and escalate insights to internal teams to drive continuous improvement.
You bring 2+ years of customer support, hospitality, or high-touch service experience. You're a native or fluent English speaker with excellent written and verbal communication. You're based in or able to commute to NYC and have experience supporting customers across phone, email, and digital channels. You're proficient with Zendesk or similar CRM platforms, skilled at managing bookings and handling complaints professionally, and have strong judgment around tone, timing, and privacy—especially on public channels. You're highly organized, detail-oriented, and comfortable managing a personal ticket queue to defined SLAs. You remain calm and confident in escalated or high-visibility situations.
Preferred qualifications include social or public-facing support experience, familiarity with social moderation tools, telephony, and SMS platforms, and interest in or experience with health, wellness, or technology-driven consumer products.
