Customer Care Specialist - Bilingual 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

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 US. As a Customer Support Specialist, 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 Months

• 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 publicly 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.
• Native or fully fluent in both English and Spanish, with excellent written and verbal communication skills in both languages.
• 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.

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.

About titles at Neko

We use a simplified internal title framework that prioritises clarity over hierarchy, so internal titles may differ from market-facing role titles. Scope, impact and level of the role are fully aligned and will be clearly discussed throughout the process.

Hiring Process

Candidates progress from application and structured screening through thoughtfully designed interviews culminating in a formal offer and final pre-employment checks before joining the team.

Equal Opportunity & Inclusion Statement

Neko Health is committed to inclusive hiring and member-first care. We welcome candidates from all backgrounds and encourage you to request reasonable adjustments to support your application.