Customer Care Specialist, NYC
Be the first point of contact for Neko Health's members, providing empathetic and organized support across multiple channels.
Posted by employer 1 month ago
First seen on Joblaze 1 week ago
Last verified on the company career page 3 days ago
Requirements
- Experience
- 2+ years
Not disclosed in this posting: compensation, visa sponsorship.
Joblaze summary
The Customer Care Specialist at Neko Health serves as the primary contact for members, managing support across various channels including email, phone, and social media. This role requires strong communication skills and experience in customer support, with a focus on delivering empathetic and effective service. Ideal candidates have a background in high-touch service roles and are adept at handling complaints and inquiries with professionalism. Neko Health emphasizes a member-first approach, making this position crucial in enhancing the overall customer experience.
Joblaze insights
- Listed 9 days ago on Joblaze — tracked directly from Neko Health's career page.
- Neko Health has 115 other open roles including Employment and Commercial Counsel Lead, US, Senior Mechanical Design Engineer, People Enablement Lead, Payroll and HR Systems-US.
Quick facts
- Is the Customer Care Specialist, NYC role remote?
- No — this is an on-site role in New York.
- How much experience is required?
- At least 2 years of relevant experience for this Customer Care Specialist, NYC role.
- Where is the role based?
- Neko Health is hiring for this position in New York.
- What seniority level is this role?
- Neko Health targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Customer Care Specialist, NYC role at Neko Health.
From the original posting
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 first point of contact and a trusted partner to Neko Health's members in the US. As a Customer Support Specialist, 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 publicly 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
Native or fluent English speaker with excellent written and verbal communication skills; additional language skills are a plus
Based in or able to commute to New York City; familiarity with the NYC market and its member expectations is an advantage
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