Customer Service System Lead US

Neko Health • New York, NY

16h

About The Position

Neko Health aims to transform healthcare from illness treatment to prevention through advanced, non-invasive technology and clinical expertise, providing early, actionable health insights. The Customer Service System Lead will be responsible for the infrastructure, data, and logic that enable the support team to scale efficiently. This involves reducing friction for both members and agents by building seamless technical workflows and integrating AI and automation throughout the support lifecycle, from initial contact to resolution. The role requires continuous identification of opportunities to leverage emerging technologies to enhance the support experience, converting operational data into actionable insights, designing agentic systems for proactive actions, and building infrastructure that evolves and improves over time. This position reports to the Director of Customer Support & Hospitality and operates at the intersection of AI, product thinking, and operational excellence.

Requirements

• 5+ years in a technical product management or systems-focused role — ideally within a customer support or similarly complex operational environment.
• Proven, hands-on experience deploying AI in production: LLM integrations, RAG pipelines, NLP-based classification, conversational AI, or AI-assisted agent tooling — with results to show for it.
• Deep expertise with at least one major CRM or CS platform (Zendesk, Salesforce Service Cloud, Intercom, or similar), including API customisation, workflow automation, and advanced admin configuration.
• Experience with automation platforms such as Zapier, Make, or equivalent.
• Proficiency in SQL or data visualisation tools (e.g. Looker, Tableau, Metabase) to audit system performance and agent productivity.
• Comfort with at least one scripting or programming language (Python preferred) for building automations, integrations, or lightweight tooling.

Responsibilities

• Own and optimise the support tech stack — including platforms such as Zendesk. Ensure all tools are deeply integrated and that data flows cleanly and reliably between Support, Engineering, and Product.
• Design and maintain automated workflows across the support lifecycle. This includes traditional trigger-based automations and modern AI-driven resolution paths — such as RAG-based bots — that deflect common queries and deliver instant, accurate answers without compromising the member experience.
• Map the end-to-end customer journey to identify friction and bottlenecks. Build agentic workflows that allow systems to perform meaningful actions autonomously — processing refunds, handling tier changes, triggering follow-ups — via API rather than manual ticket handling.
• Own the reporting suite. Track and interrogate KPIs including CSAT, NPS, First Response Time, Resolution Time, and Cost per Resolution. Use these metrics to identify where automation is underperforming, where documentation has gaps, and where the next investment should go.
• Maintain and continuously improve the internal and external knowledge bases. Ensure content is structured for dual consumption — equally useful to a human agent looking for a quick answer and an automated system retrieving context for a live interaction.

What This Job Offers

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