How much experience is required?

At least 2 years of relevant experience for this Customer Care Representative - EMEA role.

What seniority level is this role?

Neko Health targets junior candidates for this position.

Is this full-time or contract?

Full-time for this Customer Care Representative - EMEA role at Neko Health.

Customer Care Representative - EMEA at Neko Health

Joblaze summary

The Customer Care Representative at Neko Health serves as the primary contact for members in the EMEA region, managing support across various channels such as email, phone, and social media. This role requires fluency in Swedish and English, along with a strong background in customer support, particularly in high-touch environments. Ideal candidates are empathetic and organized, capable of resolving issues while maintaining a human touch in their interactions. Neko Health emphasizes a member-first approach, aiming to enhance the overall customer experience through attentive service.

Joblaze insights

Listed 4 days ago — first seen on Joblaze September 19, 2026. Last confirmed on Neko Health's careers page September 23, 2026.

Quick facts

How much experience is required?: At least 2 years of relevant experience for this Customer Care Representative - EMEA role.
What seniority level is this role?: Neko Health targets junior candidates for this position.
Is this full-time or contract?: Full-time for this Customer Care Representative - EMEA role at Neko Health.

From the original posting

Role Purpose

Be the first point of contact and a trusted partner to Neko Health's members in EMEA. As a Customer Support Representative, you will own multi-channel member support across email, phone, text/SMS, and social — handling everything from booking management and product enquiries to complaint resolution and service recovery. This role is for someone who is empathetic, organised, and calm under pressure, and who takes pride in delivering support that feels genuinely human and member-first at every touchpoint.

What you'll deliver in the first 6–12 months

Every member who contacts Neko feels genuinely looked after — responses are warm, clear, and arrive when they're expected. CSAT scores and SLA adherence reflect this consistently.
You own each case from first contact to resolution, anticipating what a member needs before they have to ask twice. Repeat contacts fall because members leave interactions feeling truly resolved.
Whether you're replying to a ticket, handling a complaint, or responding to a comment in public on social, the Neko voice is unmistakable — human, considered, and on brand every time.
The patterns you notice — recurring frustrations, complaint themes, moments where members stumble — find their way to the right people internally, so the product and experience keep getting better.

Requirements

• 2+ years' experience in customer support, hospitality, or another high-touch, member-facing service role

• Fluent in Swedish and English; excellent written and verbal communication in both languages is essential

• Experience supporting customers across multiple channels including phone, email, and digital/social

• Proven ability to manage bookings, troubleshoot issues, and handle complaints with professionalism and accountability

• Familiarity with Zendesk or similar CRM and support platforms

• Strong judgement around tone, timing, and privacy — especially on public-facing social channels

• Highly organised with a clear sense of ownership, strong attention to detail, and ability to manage a personal ticket queue to defined SLAs

• Calm and confident in escalated or high-visibility situations

Preferred

• Experience in social or public-facing support is a strong advantage

• Experience with social moderation tools, telephony, and SMS platforms

• Interest in or experience within health, wellness, or technology-driven consumer products

Standard company text repeated across Neko Health's postings is omitted here.

Customer Care Representative - EMEA

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