Member Care Lead - New York

Neko Health • New York, NY

9d • $117,000 - $178,750

About The Position

Neko Health is building a proactive, human-centred healthcare experience, and its US member-care team is being scaled to support thousands of new members. The Member Care Lead will work with peers to lead a high-performing, hospitality-led support organisation across email, phone, SMS, and social channels. The role guides frontline Agents and works with Workforce Planning, Quality, Training, and Tooling colleagues to make excellent service consistent.

The Lead partners with Clinics, Operations, Product, and Marketing, while remaining hands-on with complex escalations, high-visibility social-care situations, and coaching. The role helps build a culture of trust, accountability, and open communication, and uses data, automation, and AI to improve service without losing its human touch. Success means reinforcing the Neko brand and exceeding member expectations through consistent, effective support.

Requirements

• 3 to 5+ years of 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 FCR.
• 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

• Work with peers to 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 so staffing supports clinic operations and fluctuating 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 alignment with Clinics, Operations, Product, and Marketing to keep member communications consistent and service delivery seamless.
• Help build Voice-of-Member feedback loops that inform product development, operational improvements, and training priorities.
• Handle complex escalations and public-facing social-care situations selectively, and coach by example.

What This Job Offers

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