Neko Health

Customer Support

• Be the first point of contact and a trusted partner to Neko Health's members in the UK.
• As a Customer Support Representative based in London, you will own multi-channel member support across email, phone, text/SMS, and social.
• Handle everything from booking management and product enquiries to complaint resolution and service recovery.
• Ensure every member feels genuinely looked after and responses are warm, clear, and timely.
• Own each case from first contact to resolution, anticipating member needs before they have to ask twice.
• Ensure the Neko voice is unmistakable, human, considered, and on brand every time.
• Notice patterns and recurring frustrations which should be communicated to the right people internally to improve the product and experience.

Customer Care Representative

• Be the first point of contact and a trusted partner to Neko Health's members in the UK.
• Own multi-channel member support across email, phone, text/SMS, and social.
• Handle everything from booking management and product enquiries to complaint resolution and service recovery.
• Ensure every member feels genuinely looked after.
• Own each case from first contact to resolution, anticipating member needs.
• Maintain a considered and on-brand Neko voice in communication.
• Identify patterns of recurring frustrations to improve product experience.

Customer Support Representative

Copywriter

• Shape how we communicate across every touchpoint.
• Define and evolve our brand voice, translating complex medical and technical concepts into clear, engaging, and credible content.
• Own and evolve Neko Health’s brand voice across digital, product, marketing, and member communications, ensuring clarity and trust at every touchpoint.
• Write high-quality copy for campaigns, website content, product experiences, emails, social media, and brand storytelling.
• Partner with designers, product managers, clinicians, and marketers to create cohesive narratives that simplify complex topics.
• Strengthen and expand brand guidelines for written communication, improving consistency and scalability.
• Support product launches, experiments, and growth initiatives with clear, compelling messaging.
• Review and elevate copy across the organisation, acting as a thought partner and mentor.

Customer Care Representative

Customer Support Representative

Senior Copywriter