Neko Health
Operations & Markets
GlobalCustomerSupportDirector
“Global Customer Support Director at Neko Health. Skills: Customer support, AI strategy, Leadership. Lead and own Neko Health's global customer support function. Define the strategy, standards, and structure for member support”
What You'll Achieve.
Global support function performing consistently; Common standards in place; SLA adherence, quality scores, and member satisfaction tracked globally and moving in the right direction; Support feels unmistakably premium; AI-augmented support strategy delivering measurable results; Team of Leads operate with genuine autonomy; Operational architecture built for scale; Cross-functional relationships established and working; Clear point of view on where the function needs to go next
Industry & Context.
Solving structural problems in team operations
What They're Looking For.
Must Have
8+ years in customer or member support, at least 3 years at Director level or equivalent, accountable for a global or multi-regional function with real budget and outcome ownership, Demonstrated track record of transforming support operations at scale, A genuine track record in world-class, high-touch service standards, Proven experience leading managers and Team Leads across multiple markets, operational instincts, Financial experienced owning budgets, building business cases, and making trade-offs, Deep familiarity with Zendesk or equivalent at an advanced level, Hands-on experience designing and operationalising AI-augmented support strategies, Excellent judgement on tone, timing, and risk, Clear, direct as effective presenting to senior stakeholders, A hospitality-led mindset
Nice to Have
Experience in a high-touch, high-expectation service environment, Exposure to rapid-growth or scale-up environments, Experience defining or overhauling QA frameworks and Help Centre strategy at scale, Background in or understanding of social care and public-facing escalation management
What You'll Do.
Lead and own Neko Health's global customer support function
and structure for member support
Set the operational architecture for Leads
Drive transformation for the support function
Build high-performing functions
and consistent support
Build AI-augmented support strategies
Deliver consistent global support performance
Ensure premium standard of support
Implement AI-augmented support strategy
Empower Leads with autonomy
Build operational architecture for scale
Establish cross-functional relationships
Develop roadmap for function's future
How You'll Work.
Team & Collaboration
Collaborate with product, marketing, clinics, and operations; Align with cross-functional teams before decisions; Ensure member insight reaches relevant people
Communication Scope
Presenting to senior stakeholders; Debriefing team leads
Process & Methodology
Develop roadmap for tooling, automation, self-service, and team capability
Applying for this Global Customer Support Director role?
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