neko-health - Global Customer Support Director

• 8+ years in customer or member support, with at least 3 years at Director level or equivalent — accountable for a global or multi-regional function with real budget and outcome ownership • Demonstrated track record of transforming support operations at scale — not just improving them, but defining what they should become and building toward it • A genuine track record in world-class, high-touch service standards — you've worked in environments where exceptional is the baseline, not the aspiration • Proven experience leading managers and Team Leads across multiple markets or geographies; builds leaders, not just manages agents • 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 with full visibility of cost and quality implications • Deep familiarity with Zendesk or equivalent at an advanced level — views, routing, automations, reporting — and the ability to set a clear direction for how tooling should evolve • Hands-on experience designing and operationalising AI-augmented support strategies — automated resolution, intelligent routing, agent assist tools, and self-service. You have a clear point of view on where AI raises the standard and where it risks compromising it • Excellent judgement on tone, timing, and risk — especially in sensitive member situations or high-visibility escalations • Clear, direct communicator; as effective presenting to senior stakeholders as debriefing a team lead after a difficult week • A hospitality-led mindset — believes support is an experience, not a transaction, and builds teams and cultures that reflect that • Experience in a high-touch, high-expectation service environment where the standard of care is genuinely world-class, whether in premium wellness, travel, hospitality, financial services, or another environment where high-touch service and member privacy are both non-negotiable • Exposure to rapid-growth or scale-up environments where structure and standards have been 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