Head of Member Care & Experience

Neko Health AB; New York (NY); On-site; USD 117,000 - 179,000; Full time

Job summary

Neko Health AB is seeking a Member Care Lead to scale a hospitality-led support function in the US. You will lead frontline Agents across email, phone, SMS, and social, guiding a high-performing team with data-driven care and strong member trust.

You’ll partner with Workforce Planning, Quality, Training, and Tooling to embed processes, SOPs, and escalation playbooks, while maintaining the human touch. Expect complex escalations, high-visibility moments, and coaching by example.

Qualifications

• 3–5+ years in customer or member support within high-touch environments.
• 2+ years leading multiple frontline support teams.
• Proven success improving multi-channel support operations with measurable impact.
• Experience partnering with workforce planning on forecasting and intraday operations.

Responsibilities

• Scale a high-performing US customer care function with measurable improvements in SLA, CSAT/NPS, QA, and FCR.
• Forecast demand and optimise rotas in collaboration with Workforce Planning.
• Develop scalable SOPs, escalation frameworks, and service playbooks.
• Collaborate with other teams to reduce avoidable contacts and increase support efficiency.
• Align with Clinics, Operations, Product, and Marketing for consistent communication and service delivery.
• Establish Voice-of-Member feedback loops to inform product and training priorities.
• Stay hands-on with complex escalations and public-facing social care.

Skills

Customer support leadership

Multichannel operations

Data-driven decision making

Calm, decisive under pressure

Strong coaching/mentoring

Zendesk (or equivalent) familiarity

Tools

Zendesk

Job description

Neko Health AB is seeking a Member Care Lead to scale a hospitality-led support function in the US. You will lead frontline Agents across email, phone, SMS, and social, guiding a high-performing team with data-driven care and strong member trust.

You’ll partner with Workforce Planning, Quality, Training, and Tooling to embed processes, SOPs, and escalation playbooks, while maintaining the human touch. Expect complex escalations, high-visibility moments, and coaching by example.