Member Care Lead - New York
Core
Lead a high-performing, hospitality-led customer support organization across email, phone, SMS, and social channels to deliver proactive, human-centered care for Neko Health members.
Role type
Senior Customer Care Lead / Team Lead
Builds
Scalable support operations, SOPs, escalation frameworks, and a culture of trust and accountability.
Domain
Health Tech / Customer Experience
Required skills
Multi-channel support leadership, workforce planning, operational analytics, team coaching, complex escalation management, Zendesk expertise, SOP development, stakeholder partnership
Preferred skills
Healthcare or health tech experience, hospitality background, QA framework design, automation and AI tooling experience
Responsibilities
Scale support function to improve SLA, CSAT/NPS, and FCR; forecast demand and optimize staffing rotas; develop service playbooks and escalation frameworks; partner with Clinics, Product, and Marketing for seamless service; manage complex escalations and public-facing social care; coach frontline agents and build team culture.
Seniority
Senior, hands-on IC with leadership responsibilities