Neko Health

Customer Care Manager

Neko Health

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $170,000 - $185,000 per year

About the role

  • Lead and scale a high‑performing, hospitality‑led support organisation across email, phone, text/SMS, and social.
  • Manage both Team Leads and frontline Agents and ensure our SLA, QA, CSAT/NPS, and FCR targets are consistently met or exceeded.
  • Accountable for people leadership, workforce planning, quality systems, tooling and process improvements, and cross‑functional alignment with Clinics, Operations, Product, and Marketing.
  • Remain lightly hands‑on for complex escalations, high‑visibility social responses, and coaching‑by‑example.
  • Build a team environment rooted in trust, open communication, and shared accountability, with hospitality‑led service at its core.

Requirements

  • 3–5+ years in customer/member support within high‑touch environments; 2+ years managing Team Leads and/or multiple squads.
  • Proven track record improving multi‑channel operations (email, phone, SMS, social) with measurable gains in SLA, QA, CSAT/NPS, and FCR.
  • Demonstrated success in workforce planning/rotas, intraday management, and scaling teams.
  • Experience handling public‑facing social care, complex escalations, and service recovery (healthcare/wellbeing or similarly sensitive domains a plus).
  • Inspiring people leader who builds leaders, not just manages; expert in coaching and feedback.
  • Strong operational thinker: comfortable with forecasting, metrics, and dashboards, and turning data into action.
  • Excellent judgement on tone, timing, and privacy — especially in high‑visibility or sensitive scenarios.
  • Deep familiarity with Zendesk (or similar), queue management, tagging, macros, views, and reporting.
  • Member‑first mindset with a hospitality‑led approach; balances speed with care and policy with empathy.
  • Calm, organised, and effective under pressure; communicates clearly and decisively.
  • Experience building QA frameworks, response playbooks, or Help Centre content at scale.
  • Exposure to clinic/field operations or luxury/hospitality‑led service models.
Benefits
  • We offer a dynamic work environment with a high degree of autonomy that fosters growth and development.
  • health insurance
  • retirement plans
  • flexible work arrangements
  • professional development.
  • Please note: we perform background and reference checks as part of our interview process.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportworkforce planningmulti-channel operationsservice recoverycoachingforecastingmetricsdata analysisQA frameworksHelp Centre content
Soft Skills
people leadershipcommunicationorganisational skillsjudgementcalm under pressuretrust buildingaccountabilityinspiring leadershipfeedbackempathy