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Neko Health is redefining preventative healthcare through data-driven, non-invasive clinical assessments delivered in under an hour. The company combines proprietary technology with direct clinical care to provide personalized, actionable health insights before symptoms appear.
As Member Care Lead, you will build and scale a high-performing customer support organization across email, phone, SMS, and social channels. You will lead a team of frontline support agents with a hospitality-first mindset, partnering closely with Workforce Planning, Quality, Training, and Tooling teams to ensure consistent, exceptional service. Your responsibilities include:
- Scaling US customer care operations with measurable improvements in SLA, CSAT/NPS, QA scores, and first-contact resolution
- Collaborating with Workforce Planning on demand forecasting and rota optimization to support clinic operations and demand variability
- Developing scalable SOPs, escalation frameworks, and service playbooks that balance efficiency with trust and speed
- Partnering across Clinics, Operations, Product, and Marketing to reduce avoidable contacts and ensure seamless 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
- Fostering a culture grounded in trust, accountability, and open communication
You will use data, automation, and AI to enhance service delivery while maintaining the human touch at the heart of member interactions. This is a hands-on leadership role in a rapidly scaling healthcare organization where every member interaction reinforces Neko's commitment to proactive, human-centered care.
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 FCR
- 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
