Customer Care Manager US

Neko Health•New York, NY

About The Position

As Customer Care Manager for the US, you will lead and scale a high‑performing, hospitality‑led support organisation across email, phone, text/SMS, and social. You will manage both Team Leads and frontline Agents and ensure our SLA, QA, CSAT/NPS, and FCR targets are consistently met or exceeded. You’ll be accountable for people leadership, workforce planning, quality systems, tooling and process improvements, and cross‑functional alignment with Clinics, Operations, Product, and Marketing. While this is a strategic role, you’ll remain lightly hands‑on for complex escalations, high‑visibility social responses, and coaching‑by‑example. You build a team environment rooted in trust, open communication, and shared accountability, with hospitality‑led service at its core.

Requirements

3–5+ years in customer/member support within high‑touch environments; 2+ years managing Team Leads and/or multiple squads.
Proven track record improving multi‑channel operations (email, phone, SMS, social) with measurable gains in SLA, QA, CSAT/NPS, and FCR.
Demonstrated success in workforce planning/rotas, intraday management, and scaling teams.
Experience handling public‑facing social care, complex escalations, and service recovery (healthcare/wellbeing or similarly sensitive domains a plus).
Inspiring people leader who builds leaders, not just manages; expert in coaching and feedback.
Strong operational thinker: comfortable with forecasting, metrics, and dashboards, and turning data into action.
Excellent judgement on tone, timing, and privacy — especially in high‑visibility or sensitive scenarios.
Deep familiarity with Zendesk (or similar), queue management, tagging, macros, views, and reporting.
Member‑first mindset with a hospitality‑led approach; balances speed with care and policy with empathy.
Calm, organised, and effective under pressure; communicates clearly and decisively.
Experience building QA frameworks, response playbooks, or Help Centre content at scale.

Nice To Haves

Exposure to clinic/field operations or luxury/hospitality‑led service models.

Responsibilities

People Leadership & Culture
Hire, onboard, and develop Team Leads and Agents; set clear expectations and defined growth paths.
Run structured 1:1s, coaching programs, QA calibrations, and performance reviews; upskill Team Leads to be strong, effective coaches.
Build a high-trust, accountable, hospitality-led team culture where feedback is candid, ownership is clear, and standards are lived daily.
Partner with the Head of Customer Support & Hospitality and the People team on capability building, retention, and succession planning.
Experience & Operational Excellence
Translate strategy into clear, scalable playbooks, SOPs, and policies.
Define and evolve escalation frameworks (member, clinical, brand/social) to protect trust and enable fast resolution.
Drive continuous improvement by reducing avoidable contact, simplifying journeys, and improving first-time clarity.
Performance, Quality & KPIs
Own and manage targets across SLA, response and resolution times, QA, CSAT/NPS (support interactions), FCR, backlog health, and social responsiveness.
Lead weekly and monthly performance reviews; translate insights into concrete actions (coaching, workflow changes, macros, self-serve content).
Ensure high documentation standards and audit-ready case notes; uphold data accuracy across systems.
Workforce Management & Rotas
Own capacity planning, forecasting, and rota design across channels, locations, and clinic hours.
Manage intraday operations with Team Leads, including coverage, skilling, queue rebalancing, and rapid response to volume spikes.
Track and optimise occupancy, adherence, shrinkage, and schedule effectiveness while protecting agent wellbeing.
Tooling, Systems & Content
Maximise the value of Zendesk (or equivalent), telephony, SMS, and social moderation tools; develop views, tags, macros, and dashboards that drive action.
Partner with the Head of Support & Hospitality and Product/Tech to prioritise automation and tooling that improves quality, speed, and consistency.
Own Help Centre/FAQ strategy and social response guidelines to reflect member needs and reduce repeat contact.
Cross-Functional Partnership & Escalations
Act as the primary Support counterpart to Clinics, Operations, Product, and Marketing; align on launches, policy changes, and communications.
Own high-impact clinic escalations and brand-visible social cases; ensure safe transition from public to private channels and full loop closure.
Share structured Voice of the Member insights and complaint themes to inform product roadmap and training.
Risk, Compliance & Safety
Ensure adherence to data handling and privacy standards across all support channels; keep SOPs current and followed.
Maintain clear incident and escalation pathways for time-sensitive or high-risk member, clinical, or reputational issues.
Lead post-incident reviews and embed learnings into processes, tooling, and training.