Be the first point of contact and a trusted partner to Neko Health's members in the UK.
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.
Own each case from first contact to resolution, anticipating member needs.
Maintain a considered and on-brand Neko voice in communication.
Identify patterns of recurring frustrations to improve product experience.

2+ years' experience in customer support, hospitality, or another high-touch, member-facing service role
Fluent in Swedish and English; excellent written and verbal communication in both languages is 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 Support Representative

Key skills