Global Customer Support Director

Neko Health•New York, NY

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 Lead and own Neko Health's global customer support function. As Global Director of Customer Care, you will define the strategy, standards, and structure that make world-class member support possible across every market we operate in — UK, EU, and US. You'll report directly to the Director of Customer Support & Hospitality and be accountable for the global performance of the support function: how it delivers today, and how it's built for tomorrow. You will lead a team of Leads across multiple markets, set the operational architecture they work within, and drive the transformation needed to keep the function ahead of Neko's growth. This role is for someone who is as comfortable thinking three years ahead as they are solving a structural problem in how a team is operating today — a Director-level leader who builds high-performing functions, not just high-performing teams. Neko members invest in their health and deserve a standard of support that reflects that — proactive, deeply personal, and consistently excellent. Every interaction, regardless of channel or complexity, should leave them more confident in Neko than before they reached out AI is central to that transformation — and to this role. You'll have already built AI-augmented support strategies that genuinely deflects volume without degrading the member experience. You'll know where AI raises the standard and where it risks undermining it, and you'll build accordingly.

Requirements

8+ years in customer or member support.
At least 3 years at Director level or equivalent, accountable for a global or multi-regional function with budget and outcome ownership.
Demonstrated track record of transforming support operations at scale.
Proven track record in world-class, high-touch service standards.
Experience leading managers and Team Leads across multiple markets or geographies.
Strong operational instincts, comfortable with capacity modelling, forecasting, and multi-channel operations (email, phone, SMS, social).
Financial acumen; experienced owning budgets, building business cases, and making trade-offs.
Deep familiarity with Zendesk or equivalent at an advanced level (views, routing, automations, reporting).
Hands-on experience designing and operationalizing AI-augmented support strategies.
Excellent judgment on tone, timing, and risk, especially in sensitive situations.
Clear, direct communicator, effective with senior stakeholders and team debriefs.
Hospitality-led mindset.

Nice To Haves

Experience in a high-touch, high-expectation service environment (premium wellness, travel, hospitality, financial services).
Exposure to rapid-growth or scale-up environments where structure and standards were built from the ground up.
Experience defining or overhauling QA frameworks and Help Centre strategy at scale.
Background in or strong understanding of social care and public-facing escalation management.

Responsibilities

Define the strategy, standards, and structure for global customer support across UK, EU, and US markets.
Lead a team of Leads across multiple markets and set their operational architecture.
Drive the transformation of the support function to keep pace with Neko's growth.
Build high-performing functions and teams.
Ensure every interaction leaves members more confident in Neko.
Build AI-augmented support strategies that deflect volume without degrading member experience.
Ensure the global support function is performing consistently across markets with common standards.
Track SLA adherence, quality scores, and member satisfaction globally.
Implement an AI-augmented support strategy delivering measurable results (automated resolution, intelligent routing, agent assist, self-service).
Develop a team of Leads who operate with autonomy.
Build an operational architecture for scale, including capacity planning, workforce modelling, QA frameworks, and escalation paths.
Establish and maintain cross-functional relationships with Clinics, Operations, Product, and Marketing.
Ensure member insights from the support function inform product and experience evolution.
Develop a roadmap for tooling, automation, self-service, and team capability.