Customer Care Manager US

Neko Health • New York, NY

2d

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 growth paths.
• Run structured 1:1s, coaching programs, QA calibrations, and performance reviews; upskill Leads to be great 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 People Team on capability building, retention, and succession planning.
• Experience & Operational Excellence
• Translate strategy into playbooks, SOPs, and policies that are simple, consistent, and scalable.
• Define and evolve escalation frameworks (member, clinical, brand/social) to protect trust and speed.
• Drive continuous improvement: reduce avoidable contact, simplify journeys, and improve first‑time clarity.
• Performance, Quality & KPIs
• Manage targets for SLA, response/resolution time, QA, CSAT/NPS (for support interactions), FCR, backlog health, and social responsiveness.
• Lead weekly/monthly performance reviews; turn insights into clear actions (coaching, workflow changes, macro updates, self‑serve content).
• Ensure documentation quality 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: coverage, skilling, queue rebalancing, and rapid adjustments for spikes.
• Track and improve occupancy, adherence, shrinkage, and schedule effectiveness; protect agent wellbeing while hitting targets.
• 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 Head of Support & Hospitality and Product/Tech to prioritise automation and tooling that improves quality, speed, and consistency.
• Oversee Help Centre/FAQ strategy and social response guidelines; ensure content reflects member needs and reduces repeat contacts.
• Cross‑Functional Partnership & Escalations
• Act as primary Support counterpart to Clinics, Operations, Product, and Marketing; align on launches, policy changes, and comms.
• Own high‑impact clinic escalations and brand‑visible social cases; ensure safe movement from public to private channels and full loop‑closure.
• Share structured Voice of Member insights and complaint themes to inform roadmap and training.
• Risk, Compliance & Safety
• Ensure adherence to data handling and privacy expectations across channels; keep SOPs current and followed.
• Maintain clear incident and escalation paths for time‑sensitive or potentially harmful issues (member, clinical, reputational).
• Lead post‑incident reviews and embed learnings into processes and training.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees