Signature Concierge - US

Neko Health • New York, NY

5d • Onsite

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 Be the defining voice of Neko's most premium member experience. As a Neko Signature Concierge, you will manage Signature member journeys end-to-end — from onboarding and clinic visits through to follow-up and ongoing support — ensuring every interaction reflects the highest standards of hospitality, discretion, and personalised care. This is a role for a service-driven professional who thrives in high-touch environments, balances warmth with precision, and is passionate about creating experiences that feel genuinely exceptional at every touchpoint.

Requirements

• Proven experience in luxury hospitality, concierge services, or a high-touch customer support environment
• Exceptional written and verbal communication skills; warm, polished, and adapted to a premium audience
• Strong organisational skills and meticulous attention to detail across complex, multi-stakeholder journeys
• Demonstrated ability to manage sensitive member information with discretion and professionalism
• Proactive mindset — anticipates member needs and resolves issues before they surface
• Comfortable working across scheduling, CRM, and case management platforms (e.g. Zendesk)

Nice To Haves

• Experience supporting VIP, executive, or international clients in a concierge or personal assistant capacity
• Language skills or cultural sensitivity, beneficial for supporting Signature members across markets
• Familiarity with healthcare environments or regulated service settings
• Experience contributing to process documentation, SOPs, or playbook development

Responsibilities

• Manage Signature member journeys end-to-end — from onboarding and clinic visits through to follow-up and ongoing support — ensuring every interaction reflects the highest standards of hospitality, discretion, and personalised care.
• Ensure every Signature member receives a seamless, personalised end-to-end experience — from first contact through clinic visit to follow-up — with all actions completed within defined SLAs.
• Develop and maintain a Signature Member Playbook, covering SOPs, tone of voice guidelines, and escalation protocols — raising consistency and quality across every touchpoint.
• Flawlessly coordinate Signature member clinic visits: ensure every centre is prepared, every member is personally greeted, and any issues are resolved before they escalate.
• Build and maintain strong cross-functional relationships with product, marketing, legal, and clinic teams to enable smooth rollout of new Signature features, processes, and system improvements.

What This Job Offers

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