Customer Care Specialist - Bilingual English/Spanish
Core
First point of contact and trusted partner for Neko Health members in the US, owning multi-channel support (email, phone, SMS, social) for booking management, product inquiries, and complaint resolution.
Role type
Senior Customer Support Specialist (Bilingual)
Builds
Member support experience and resolved cases across digital and phone channels
Domain
Health & Wellness / Consumer Technology
Deliverable
client delivery
Required skills
Multi-channel support (phone, email, SMS, social), booking management, complaint resolution, CRM proficiency (Zendesk), bilingual communication (English/Spanish), SLA management, social media tone judgment
Preferred skills
Social moderation experience, telephony/SMS platform expertise, health/wellness industry background
Responsibilities
Handle member inquiries and complaints across multiple channels, manage booking schedules, monitor and respond to public social media comments, escalate high-visibility issues, analyze support patterns to improve product experience
Seniority
Mid-level, hands-on IC