Member Care Lead - New York

Role Purpose

Most companies treat support as a queue to clear. We think it can be the warmest, most memorable part of the whole experience.

Neko Health is building a new kind of healthcare: proactive, human, and built around the member. In the US, that promise is about to meet thousands of new members, and the care behind every call, text, email, and message has to feel like hospitality at its best. Right now, that team is yet to be scaled, and you would help build it.

As a Member Care Lead, you will work with a team of peers to lead a high-performing, hospitality-led support organisation across email, phone, SMS, and social. You will guide frontline Agents, and you will work alongside Workforce Planning, Quality, Training, and Tooling colleagues to make great service consistent. You will partner closely with Clinics, Operations, Product, and Marketing, and stay hands-on where it matters most: complex escalations, high-visibility social moments, and coaching by example. All of it serves one common goal: to reinforce the Neko brand in everything we do and to exceed expectations every time.

You will help build a culture grounded in trust, accountability, and open communication, where every member interaction reflects Neko’s commitment to proactive, human-centred care. You will use data, automation, and AI to make that service faster and sharper, without losing the human touch at its heart.

We are scaling aggressively, and this is the moment to get it right. If you want to build something extraordinary, something members talk about long after the conversation ends, this is the role.

What You’ll Do

• Work with your peers to scale a high-performing US customer care function, with measurable improvements in SLA, CSAT/NPS, QA scores, and first-contact resolution. (Member-first, always)

• Work with Workforce Planning to help forecast demand and optimise rotas, so staffing supports clinic operations and demand variability. (Tech-enabled, human-centred)

• Collaborate on scalable SOPs, escalation frameworks, and service playbooks that simplify operations while protecting trust and speed. (Hard truths, high hopes)

• Partner with colleagues across the business to reduce avoidable contacts, give members greater clarity, and raise support efficiency. (Chase 10X, not 10%)

• Strengthen alignment with Clinics, Operations, Product, and Marketing so member communication is consistent and service delivery is seamless. (Impact, not activity)

• Help build Voice-of-Member feedback loops that inform product development, operational improvements, and training priorities. (Optimistic truth-seeking)

• Stay selectively hands-on with complex escalations, public-facing social care, and coaching, setting the standard by example.
  

Minimum Requirements

• 3 to 5+ years’ experience in customer or member support within high-touch or service-intensive environments.

• 2+ years leading multiple frontline support teams.

• Proven success improving multi-channel support operations (email, phone, SMS, social), with measurable impact on SLA, QA, CSAT/NPS, and FCR.

• Strong experience working with workforce planning teams on forecasting, rota design, and intraday operations management.

• Demonstrated ability to lead people, build team culture, and develop future leaders through coaching and feedback.

• Strong operational and analytical skills, with the ability to turn performance data into actionable improvements.

• Excellent judgement in sensitive member situations, public-facing social care, and complex escalations.

• Deep familiarity with support platforms such as Zendesk (or equivalent), including reporting, tagging, macros, and workflow optimisation.

• A calm, organised, and decisive approach in fast-paced, high-visibility environments.

Preferred

• Experience in healthcare, health tech, wellness, or other sensitive service environments.

• Experience supporting clinic, field, or distributed operational teams.

• Background in hospitality-led or premium service environments.

• Experience contributing to QA frameworks, escalation playbooks, or Help Center and self-serve content strategies.

• Exposure to automation, CX tooling optimisation, or AI-supported customer service.