About this role

Be the first point of contact and a trusted partner to Neko Health's members in the US
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
Anticipate what a member needs before they have to ask twice
Ensure responses are warm, clear, and arrive when they're expected
Report on patterns noticed such as recurring frustrations and complaint themes

2+ years' experience in customer support, hospitality, or another high-touch, member-facing service role
Native or fluent English speaker with excellent written and verbal communication skills; additional language skills are a plus
Based in or able to commute to New York City; familiarity with the NYC market and its member expectations is an advantage
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

Customer Care Representative

Key skills