Member Care Lead: Hospitality-Driven Support Leader

Neko Health AB; Greater London; On-site; GBP 75,000 - 113,000; Full time

Job summary

Neko Health AB is building a hospitality-led, proactive member care function to support a growing US member base. You will lead frontline teams across email, phone, SMS, and social, shaping processes, coaching leaders, and partnering with Clinics, Operations, Product, and Marketing to deliver high-touch, data-driven service.

The role focuses on scalable service delivery, customer delight, and continuous improvement, with hands-on escalation coaching and a strong emphasis on trust and

Qualifications

• 3–5+ years in customer or member support in high-touch environments.
• 2+ years leading multiple frontline support teams.
• Proven success improving multi-channel support operations with measurable impact.
• Experience with workforce planning, forecasting, and rota design.
• Ability to lead people and develop future leaders via coaching.
• Strong analytical skills to turn data into improvements.
• Calm, organized, decisive in fast-paced settings.
• Familiarity with Zendesk reporting, tagging, macros, workflows.
• Experience in healthcare or health tech preferred.

Responsibilities

• Scale a high-performing US customer care function with measurable improvements (SLA, CSAT/NPS, QA, FCR).
• Collaborate with Workforce Planning to forecast demand and optimise rotas to support clinics and demand variability.
• Develop scalable SOPs, escalation frameworks, and service playbooks that simplify operations while protecting trust and speed.
• Partner with teams across the business to reduce avoidable contacts and improve clarity and efficiency.
• Align with Clinics, Operations, Product, and Marketing to ensure consistent member communications and seamless service.

Skills

Customer support

Team leadership

Operations analytics

Cross-functional collaboration

Data-driven improvements

Calm under pressure

Zendesk experience

Tools

Zendesk

Job description

Neko Health AB is building a hospitality-led, proactive member care function to support a growing US member base. You will lead frontline teams across email, phone, SMS, and social, shaping processes, coaching leaders, and partnering with Clinics, Operations, Product, and Marketing to deliver high-touch, data-driven service.

The role focuses on scalable service delivery, customer delight, and continuous improvement, with hands-on escalation coaching and a strong emphasis on trust and