Neko Health
Health
CustomerCareRepresentativeUS
“Customer Care Representative - US at Neko Health. Skills: Customer support, Multi-channel support, Complaint handling. Own multi-channel member support. Handle booking management”
What You'll Achieve.
CSAT scores and SLA adherence reflect this consistently; Repeat contacts fall because members leave interactions feeling truly resolved
Industry & Context.
Troubleshoot issues
What They're Looking For.
Must Have
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, Based in or able to commute to New York, 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, judgement around tone, timing, and privacy — especially on public-facing social channels, Highly organised with a clear sense of ownership, attention to detail, and ability to manage a personal ticket queue to defined SLAs, Calm and confident in escalated or high-visibility situations
Nice to Have
Experience in social or public-facing support is a advantage, Experience with social moderation tools, telephony, and SMS platforms, Interest in or experience within health, wellness, or technology-driven consumer products, additional language skills are a plus, familiarity with the NYC market and its member expectations is an advantage
What You'll Do.
Own multi-channel member support
Handle booking management
Handle product enquiries
Handle complaint resolution
Handle service recovery
Deliver support that feels genuinely human
Ensure members feel genuinely looked after
Own each case from first contact to resolution
Anticipate member needs
Identify recurring frustrations
Report complaint themes
Share moments where members stumble
How You'll Work.
Team & Collaboration
Find their way to the right people internally
Communication Scope
Excellent written and verbal communication
Applying for this Customer Care Representative - US role?
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How to Apply on Ashby
- Ashby is a fast modern ATS — most applications take under 3 minutes.
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- Custom screening questions are often scored algorithmically — answer completely.
- Location field affects geo-based screening; use your actual metro area.
ANONYMOUS · UNFILTERED
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