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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 based in London, you will be the first point of contact and trusted partner for Neko Health members in the UK. You will own multi-channel member support across email, phone, SMS, and social media, handling booking management, product enquiries, complaint resolution, and service recovery.
In your first 6-12 months, you will ensure every member who contacts Neko feels genuinely looked after with warm, clear, and timely responses. You will own each case from first contact to resolution, anticipating member needs and reducing repeat contacts. You will maintain the Neko voice across all channels—human, considered, and on-brand. You will identify patterns in member feedback (recurring frustrations, complaint themes, friction points) and escalate insights to internal teams to drive product and experience improvements.
This role requires someone who is empathetic, organized, and calm under pressure, with a genuine commitment to member-first service and accountability.
REQUIREMENTS:
• 2+ years' experience in customer support, hospitality, or another high-touch, member-facing service role
• Fluent in English with exceptional written and verbal communication skills
• Experience supporting customers across multiple channels including phone, email, and digital/social
• Proven ability to manage bookings, troubleshoot issues, and handle complaints with professionalism and accountability
• Familiarity with Zendesk or similar CRM and support platforms
• Strong judgement around tone, timing, and privacy—especially on public-facing social channels
• Highly organized with clear sense of ownership, strong attention to detail, and ability to manage a personal ticket queue to defined SLAs
• Calm and confident in escalated or high-visibility situations
PREFERRED:
• Experience in social or public-facing support
• Experience with social moderation tools, telephony, and SMS platforms
• Interest in or experience within health, wellness, or technology-driven consumer products
