Customer Care Specialist - UK

Neko Health AB; Greater London; Presencial; GBP 28.000 - 36.000; Jornada completa

Descripción de la vacante

Neko Health AB in London is hiring a Customer Support Representative to be the first point of contact for UK members. You will manage inquiries across email, phone, text/SMS and social channels, handling bookings, product questions and proactive service recovery with empathy and professionalism.

Candidates should have 2+ years in customer support, fluent English, and experience with Zendesk or similar CRM. You’ll stay organized, own cases to resolution, and uphold the friendly, human Neko voice

Formación

• 2+ years in customer support or high-touch, member-facing service roles
• Fluent in English with exceptional written and verbal communication
• Experience supporting customers across phone, email and digital/social channels
• Proven ability to manage bookings, troubleshoot issues and handle complaints professionally
• Familiarity with Zendesk or like CRM tools
• Strong judgement around tone, timing and privacy on public channels
• Highly organized with ownership and ability to manage a personal ticket queue to SLAs
• Calm and confident in escalated or high-visibility situations

Responsabilidades

• Own each case from first contact to resolution
• Reply to tickets, handle complaints and public comments
• Ensure CSAT scores and SLA adherence
• Assist across channels to deliver a human, brand-consistent voice

Conocimientos

Customer support

English fluent

Multi-channel

CRM tools

Issue resolution

SLA awareness

Herramientas

Zendesk

Descripción del empleo

Mission

Neko is redefining what prevention means, from treating illness when it arrives, to sustaining health before it's ever at risk. Our mission: make data-driven, preventative care accessible to more people, before symptoms appear.
In a single, non-invasive visit under an hour, proprietary technology and direct clinical care combine to deliver personalised, actionable insights. It's a team that thinks in 10x, not 10%. Every role here plays a part in building a world where prevention is the norm, and where your work genuinely helps people live longer, healthier lives.

Role Purpose

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 — handling everything from booking management and product enquiries to complaint resolution and service recovery. This role is for someone who is empathetic, organised, and calm under pressure, and who takes pride in delivering support that feels genuinely human and member-first at every touchpoint.

What you'll deliver in the first 6-12 month

• Every member who contacts Neko feels genuinely looked after — responses are warm, clear, and arrive when they're expected. CSAT scores and SLA adherence reflect this consistently.

• You own each case from first contact to resolution, anticipating what a member needs before they have to ask twice. Repeat contacts fall because members leave interactions feeling truly resolved.

• Whether you're replying to a ticket, handling a complaint, or responding to a comment in public on social, the Neko voice is unmistakable — human, considered, and on brand every time.

• The patterns you notice — recurring frustrations, complaint themes, moments where members stumble — find their way to the right people internally, so the product and experience keep getting better.
  

Requirements

• 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

Preferred

• 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

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