Bilingual Member Support Specialist (English & Spanish)

Neko Health; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Neko Health in New York City is seeking a Customer Support Specialist who will be the first point of contact for members across email, phone, text, and social. You will manage bookings, answer product inquiries, and handle complaints with empathy and accountability.

The role requires 2+ years in high-touch service, fluent English and Spanish, and experience with Zendesk or similar CRM. You will work in a fast-paced environment, uphold privacy, and strive to deliver genuinely human, member-first

Qualifications

• 2+ years in high-touch, member-facing service roles.
• Fluent in English and Spanish with excellent written and verbal communication.
• Based in or able to commute to New York City; familiarity with NYC market is a plus.
• Experience supporting customers across multiple channels (phone, email, social).
• Proven ability to manage bookings, troubleshoot issues, and handle complaints professionally.

Responsibilities

• Be the first point of contact for Neko Health members across email, phone, text/SMS and social.
• Own cases from initial contact to resolution, ensuring timely, thorough responses.
• Handle bookings, product inquiries, complaints and service recovery with a human, member-first approach.
• Collaborate with internal teams to relay feedback and improve the product/experience.

Skills

Customer support

Bilingual English/Spanish

Multi-channel support

New York City commute

Zendesk

Attention to detail

Communication

Organizational skills

Escalation management

Tools

Zendesk

Job description

Neko Health in New York City is seeking a Customer Support Specialist who will be the first point of contact for members across email, phone, text, and social. You will manage bookings, answer product inquiries, and handle complaints with empathy and accountability.

The role requires 2+ years in high-touch service, fluent English and Spanish, and experience with Zendesk or similar CRM. You will work in a fast-paced environment, uphold privacy, and strive to deliver genuinely human, member-first