neko-health - Member Care Lead - UK
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 (email, phone, SMS, 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, with 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. • 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 your peers to scale a high-performing US customer care function, with measurable improvements in SLA, CSAT/NPS, QA scores, and first-contact resolution. (Member-first, always) • Work with Workforce Planning to help forecast demand and optimise rotas, so staffing supports clinic operations and demand variability. (Tech-enabled, human-centred) • Collaborate on scalable SOPs, escalation frameworks, and service playbooks that simplify operations while protecting trust and speed. (Hard truths, high hopes) • Partner with colleagues across the business to reduce avoidable contacts, give members greater clarity, and raise support efficiency. (Chase 10X, not 10%) • Strengthen alignment with Clinics, Operations, Product, and Marketing so member communication is consistent and service delivery is seamless. (Impact, not activity) • Help build Voice-of-Member feedback loops that inform product development, operational improvements, and training priorities. (Optimistic truth-seeking) • Stay selectively hands-on with complex escalations, public-facing social care, and coaching, setting the standard by example.
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