Customer Care Specialist - UK
Be the first point of contact for Neko Health's members in the UK, providing empathetic and organized customer support across multiple channels.
Posted by employer 2 days ago
First seen on Joblaze 5 hours ago
Last verified on the company career page 5 hours ago
What you'll build
- Own multi-channel member support
- Handle booking management
- Resolve complaints
- Provide product enquiries
- Deliver warm and clear responses
Must have
- 2+ years' experience in customer support
- Fluent in English
- Experience supporting customers across multiple channels
- Proven ability to manage bookings and handle complaints
- Familiarity with Zendesk or similar CRM
Nice to have
- Experience in social or public-facing support
- Experience with social moderation tools
- Interest in health, wellness, or technology-driven consumer products
Requirements
- Experience
- 2+ years
Not disclosed in this posting: compensation, visa sponsorship.
Joblaze summary
In this role, the Customer Care Specialist at Neko Health serves as the primary contact for UK members, managing support inquiries across various channels including email, phone, and social media. The position requires strong communication skills and experience in customer service, particularly in high-touch environments, to ensure members feel valued and understood. Ideal candidates will have a background in customer support or hospitality, with a focus on empathy and problem-solving. Neko Health emphasizes a human-centered approach, aiming to enhance the overall member experience through attentive service.
Joblaze insights
- Listed today — first seen on Joblaze September 19, 2026. Last confirmed on Neko Health's careers page September 19, 2026.
Quick facts
- Is the Customer Care Specialist - UK role remote?
- No — this is an on-site role in London, United Kingdom.
- How much experience is required?
- At least 2 years of relevant experience for this Customer Care Specialist - UK role.
- Where is the role based?
- Neko Health is hiring for this position in London, United Kingdom.
- 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 - UK 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 the UK. As a Customer Support Representative based in London, 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 month
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 English; exceptional written and verbal communication skills are 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.