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Neko Health is redefining preventative healthcare through data-driven, non-invasive clinical visits that deliver personalized insights before symptoms appear. The company is scaling its US operations and building a new kind of healthcare support organization grounded in hospitality, human connection, and member-first service.
As Member Care Lead, you will lead a high-performing customer care function across email, phone, SMS, and social channels. You will manage and coach frontline support agents, working closely with peers to scale operations while maintaining exceptional service quality. Your responsibilities include:
- Scaling the US customer care function with measurable improvements in SLA, CSAT/NPS, QA scores, and first-contact resolution
- Partnering with Workforce Planning to forecast demand, optimize rotas, and ensure staffing aligns with clinic operations and demand variability
- Developing scalable SOPs, escalation frameworks, and service playbooks that balance efficiency with trust and speed
- Collaborating across Clinics, Operations, Product, and Marketing to reduce avoidable contacts and ensure consistent member communication
- Building Voice-of-Member feedback loops that inform product development and operational improvements
- Staying hands-on with complex escalations, public-facing social care, and coaching by example
- Helping establish a culture grounded in trust, accountability, and open communication
You will use data, automation, and AI to enhance service delivery without compromising the human touch that defines Neko's brand promise. This is a pivotal moment as the company scales aggressively, and the role offers the opportunity to build something members will remember long after the conversation ends.
REQUIREMENTS:
- 3 to 5+ years' experience in customer or member support within high-touch or service-intensive environments
- 2+ years leading multiple frontline support teams
- Proven success improving multi-channel support operations (email, phone, SMS, social) with measurable impact on SLA, QA, CSAT/NPS, and first-contact resolution
- Strong experience working with workforce planning teams on forecasting, rota design, and intraday operations management
- Demonstrated ability to lead people, build team culture, and develop future leaders through coaching and feedback
- Strong operational and analytical skills with ability to turn performance data into actionable improvements
- Excellent judgment in sensitive member situations, public-facing social care, and complex escalations
- Deep familiarity with support platforms such as Zendesk (or equivalent), including reporting, tagging, macros, and workflow optimization
- Calm, organized, and decisive approach in fast-paced, high-visibility environments
PREFERRED:
- Experience in healthcare, health tech, wellness, or other sensitive service environments
- Experience supporting clinic, field, or distributed operational teams
- Background in hospitality-led or premium service environments
- Experience contributing to QA frameworks, escalation playbooks, or Help Center and self-serve content strategies
- Exposure to automation, CX tooling optimization, or AI-supported customer service
