Member Care Lead - New York

Neko Health•New York, NY

About The Position

Mission Neko is redefining prevention by making data-driven, preventative care accessible before symptoms appear. Its service combines proprietary technology and direct clinical care in a single, non-invasive visit lasting under an hour. The Member Care Lead will help build and scale Neko Health’s US member support organization, delivering hospitality-led support across email, phone, SMS, and social channels. Working with peer leads and colleagues in Workforce Planning, Quality, Training, and Tooling, this role guides frontline Agents and helps make excellent service consistent. The Lead partners with Clinics, Operations, Product, and Marketing, while remaining hands-on with complex escalations, high-visibility social care, and coaching. The role focuses on building a high-performing, member-first function and a culture of trust, accountability, and open communication. It uses data, automation, and AI to improve service speed and effectiveness while maintaining a human touch and reinforcing the Neko brand.

Requirements

3 to 5+ years’ experience in customer or member support within high-touch or service-intensive environments.
2+ years leading multiple frontline support teams.
Proven success improving multi-channel support operations across email, phone, SMS, and social, with measurable impact on SLA, QA, CSAT/NPS, and first-contact resolution.
Strong experience working with workforce planning teams on forecasting, rota design, and intraday operations management.
Demonstrated ability to lead people, build team culture, and develop future leaders through coaching and feedback.
Strong operational and analytical skills, including the ability to turn performance data into actionable improvements.
Excellent judgement in sensitive member situations, public-facing social care, and complex escalations.
Deep familiarity with support platforms such as Zendesk or equivalent, including reporting, tagging, macros, and workflow optimisation.
A calm, organised, and decisive approach in fast-paced, high-visibility environments.

Nice To Haves

Experience in healthcare, health tech, wellness, or other sensitive service environments.
Experience supporting clinic, field, or distributed operational teams.
Background in hospitality-led or premium service environments.
Experience contributing to QA frameworks, escalation playbooks, or Help Center and self-serve content strategies.
Exposure to automation, CX tooling optimisation, or AI-supported customer service.

Responsibilities

Help scale a high-performing US customer care function and improve SLA, CSAT/NPS, QA scores, and first-contact resolution.
Work with Workforce Planning to forecast demand and optimise rotas in support of clinic operations and changing demand.
Collaborate on scalable SOPs, escalation frameworks, and service playbooks that simplify operations while protecting trust and speed.
Partner across the business to reduce avoidable contacts, improve member clarity, and increase support efficiency.
Strengthen coordination with Clinics, Operations, Product, and Marketing so communications are consistent and service delivery is seamless.
Help build Voice-of-Member feedback loops that inform product development, operational improvements, and training priorities.
Handle selected complex escalations and public-facing social care, and coach by example.
Lead frontline support teams, build team culture, and develop future leaders through coaching and feedback.
Use performance data to identify and implement operational improvements.
Contribute to support service improvement through data, automation, and AI while preserving a human touch.