Be the first point of contact and a trusted partner to Neko Health's members in the UK.
As a Customer Support Representative based in London, you will own multi-channel member support across email, phone, text/SMS, and social.
Handle everything from booking management and product enquiries to complaint resolution and service recovery.
Ensure every member feels genuinely looked after and responses are warm, clear, and timely.
Own each case from first contact to resolution, anticipating member needs before they have to ask twice.
Ensure the Neko voice is unmistakable, human, considered, and on brand every time.
Notice patterns and recurring frustrations which should be communicated to the right people internally to improve the product and experience.

2+ years' experience in customer support, hospitality, or another high-touch, member-facing service role
Fluent in English; exceptional written and verbal communication skills are essential
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 organised with a 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.
Experience in social or public-facing support is a strong advantage.
Experience with social moderation tools, telephony, and SMS platforms.
Interest in or experience within health, wellness, or technology-driven consumer products.

Customer Care Representative

Key skills