Mission

At Neko Health, our mission is to deliver proactive healthcare for all—empowering members to take control of their health through cutting-edge technology and compassionate care.

Role Purpose

As Customer Care Manager for the US, you will lead and scale a high-performing, hospitality-led support organisation across email, phone, SMS/text, and social channels. You will oversee Team Leads and frontline Agents, ensuring service delivery consistently meets or exceeds targets across SLA, quality, member satisfaction, and operational performance.

This role combines strategic leadership with operational ownership. You will drive workforce planning, quality systems, tooling optimisation, and process improvements while partnering closely with Clinics, Operations, Product, and Marketing. While primarily strategic, you will remain selectively hands-on for complex escalations, high-visibility social interactions, and coaching by example.

You will foster a culture grounded in trust, accountability, open communication, and hospitality-led service excellence — ensuring every member interaction reflects Neko’s commitment to proactive, human-centred healthcare.

What You’ll Deliver in the First 6–12 Months

· Scale a high-performing US customer care function with measurable improvements in SLA, CSAT/NPS, QA scores, and first-contact resolution (Member-first, always).

· Implement robust workforce planning, forecasting, and rota optimisation processes to support clinic operations and demand variability (Tech-enabled, human-centred).

· Establish scalable SOPs, escalation frameworks, and service playbooks that simplify operations while protecting trust and speed (Hard truths, high hopes).

· Drive continuous operational improvements that reduce avoidable contacts, improve clarity for members, and enhance overall support efficiency (Chase 10X, not 10%).

· Strengthen cross-functional alignment with Clinics, Operations, Product, and Marketing to ensure consistent member communication and seamless service delivery.

· Implement structured Voice-of-Member feedback loops to inform product development, operational improvements, and training priorities.

Minimum Qualifications

· 3–5+ years’ experience in customer/member support within high-touch or service-intensive environments.

· 2+ years managing Team Leads, supervisors, or 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 with workforce planning, 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 the ability to translate performance data into actionable improvements.

· Excellent judgement when handling sensitive member situations, public-facing social care, and complex escalations.

· Deep familiarity with customer support platforms such as Zendesk (or equivalent), including reporting, tagging, macros, and workflow optimisation.

· Ability to remain calm, organised, and decisive in fast-paced, high-visibility environments.

Preferred:

· Experience in healthcare, health-tech, wellness, or similarly sensitive service environments.

· Experience supporting clinic, field, or distributed operational teams.

· Background in hospitality-led or premium service environments.

· Experience building QA frameworks, escalation playbooks, or Help Centre/self-serve content strategies.

· Exposure to automation, CX tooling optimisation, or AI-supported customer service environments.

About titles at Neko

We use a simplified internal title framework that prioritises clarity over hierarchy, so internal titles may differ from market‑facing role titles. Scope, impact and level of the role are fully aligned and will be clearly discussed throughout the process.

Hiring Process

Candidates progress from application and structured screening through thoughtfully designed interviews culminating in a formal offer and final pre-employment checks before joining the team.

Equal Opportunity & Inclusion Statement

Neko Health is committed to inclusive hiring and member-first care. We welcome candidates from all backgrounds and encourage you to request reasonable adjustments to support your application.

Compensation Range: $135K - $150K