neko-health - Customer Care System Lead US

• Systems Architecture Own and optimise the support tech stack — including platforms such as Zendesk. Ensure all tools are deeply integrated and that data flows cleanly and reliably between Support, Engineering, and Product. • Automation & AI Logic Design and maintain automated workflows across the support lifecycle. This includes traditional trigger-based automations and modern AI-driven resolution paths — such as RAG-based bots — that deflect common queries and deliver instant, accurate answers without compromising the member experience. • Process & Agentic Engineering Map the end-to-end customer journey to identify friction and bottlenecks. Build agentic workflows that allow systems to perform meaningful actions autonomously — processing refunds, handling tier changes, triggering follow-ups — via API rather than manual ticket handling. • Data & Insights Own the reporting suite. Track and interrogate KPIs including CSAT, NPS, First Response Time, Resolution Time, and Cost per Resolution. Use these metrics to identify where automation is underperforming, where documentation has gaps, and where the next investment should go. • Knowledge Management Maintain and continuously improve the internal and external knowledge bases. Ensure content is structured for dual consumption — equally useful to a human agent looking for a quick answer and an automated system retrieving context for a live interaction. • Technical Background • 5+ years in a technical product management or systems-focused role — ideally within a customer support or similarly complex operational environment. • Proven, hands-on experience deploying AI in production: LLM integrations, RAG pipelines, NLP-based classification, conversational AI, or AI-assisted agent tooling — with results to show for it. • Deep expertise with at least one major CRM or CS platform (Zendesk, Salesforce Service Cloud, Intercom, or similar), including API customisation, workflow automation, and advanced admin configuration. • Experience with automation platforms such as Zapier, Make, or equivalent. • Proficiency in SQL or data visualisation tools (e.g. Looker, Tableau, Metabase) to audit system performance and agent productivity. • Comfort with at least one scripting or programming language (Python preferred) for building automations, integrations, or lightweight tooling.