Customer Care Specialist - Bilingual English/Spanish

Neko Health • New York, NY

6d • Onsite

About The Position

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.

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.
• 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.

Nice To Haves

• Familiarity with the NYC market and its member expectations is an advantage.
• 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.

Responsibilities

• Own multi-channel member support across email, phone, text/SMS, and social.
• Handle booking management and product enquiries.
• Manage complaint resolution and service recovery.
• Deliver support that feels genuinely human and member-first at every touchpoint.
• Own each case from first contact to resolution, anticipating member needs.
• Respond to tickets, handle complaints, and respond to public social media comments in the Neko voice.
• Identify and communicate recurring frustrations, complaint themes, and member stumbling blocks to relevant internal teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed