Member-First Support Specialist

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

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