Member Experience Specialist

Neko Health; New York (NY); On-site; USD 52,000 - 72,000; Full time

Job summary

Neko Health is hiring a Customer Support Specialist to be the first point of contact for US members across email, phone, text/SMS, and social. You will own cases from first contact to resolution, ensuring warm, clear responses and timely issue resolution, while upholding the Neko voice.

We value empathetic, organized professionals who thrive under pressure and can navigate bookings, inquiries, and escalations with professionalism. NYC-based candidates preferred.

Qualifications

• 2+ years of experience in customer support, hospitality, or another high-touch, member-facing service role.
• Native or fluent English with excellent written and verbal communication.
• Based in or able to commute to New York City; familiarity with the NYC market is a plus.
• 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 organized with ownership mindset and ability to manage a personal ticket queue to defined SLAs.
• Calm and confident in escalated or high-visibility situations.

Responsibilities

• Be the first point of contact and trusted partner to Neko Health’s members in the US across email, phone, text/SMS, and social.
• Own each case from first contact to resolution and anticipate member needs.
• Respond to tickets, handle complaints, and respond publicly on social with the Neko voice—human and on-brand.
• Identify recurring issues and route insights to internal teams to improve product and experience.

Skills

Customer empathy

Communication

Organization

Ownership

Multichannel support

Tools

Zendesk

Job description

Neko Health is hiring a Customer Support Specialist to be the first point of contact for US members across email, phone, text/SMS, and social. You will own cases from first contact to resolution, ensuring warm, clear responses and timely issue resolution, while upholding the Neko voice.

We value empathetic, organized professionals who thrive under pressure and can navigate bookings, inquiries, and escalations with professionalism. NYC-based candidates preferred.