Customer Care Specialist, NYC

Neko Health • New York, NY

9d • $100,800 - $123,200 • Onsite

About The Position

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 fluent English speaker with excellent written and verbal communication skills
• 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

• 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
• Additional language skills are a plus
• Familiarity with the NYC market and its member expectations is an advantage

Responsibilities

• Ensure every member who contacts Neko feels genuinely looked after — responses are warm, clear, and arrive when they're expected.
• Own each case from first contact to resolution, anticipating what a member needs before they have to ask twice.
• Maintain the Neko voice across all communications — human, considered, and on brand.
• Identify and report recurring frustrations, complaint themes, and moments where members stumble to the relevant internal teams to improve the product and experience.

What This Job Offers

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