🛠 Tech Stack

💼 About This Role

You'll be the first point of contact for Neko Health members in the UK, owning multi-channel support across email, phone, and social. You'll handle booking management and complaint resolution with empathy and ownership, ensuring every interaction feels human and member-first.

🎯 What You'll Do

• Own multi-channel member support (email, phone, SMS, social)
• Handle booking management, product enquiries, and complaint resolution
• Escalate patterns of member frustration to improve product and experience
• Maintain CSAT scores and SLA adherence consistently

📋 Requirements

• 2+ years in customer support, hospitality, or high-touch service role
• Fluent in English with exceptional written and verbal communication
• Experience supporting customers across phone, email, and digital channels
• Familiarity with Zendesk or similar CRM platforms

✨ Nice to Have

• Experience in social or public-facing support
• Experience with social moderation tools, telephony, and SMS platforms
• Interest in health, wellness, or technology-driven consumer products

🎁 Benefits & Perks

• 🏖️ Hybrid working with flexibility
• 📈 Health and wellness benefits
• 💡 Opportunity to shape member experience in a growing startup

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Application and structured screening· 30 min
2. 2Interviews· 1 hour
3. 3Formal offer and pre-employment checks· 1 week