Customer Care Representative - US
$100,000–$112,000 year
Remote · New York City, New York, United States
Job Summary
Be the first point of contact and trusted partner to Neko Health's members in the US, owning multi-channel member support across email, phone, text/SMS, and social — handling booking management, product inquiries, complaints, and service recovery with a human, member-first approach. Responsibilities include managing each case from first contact to resolution, anticipating member needs, maintaining warm and clear responses, aligning with CSAT and SLA goals, collaborating to relay recurring issues to internal teams, and upholding the Neko voice across tickets and public responses. Requirements emphasize 2+ years in customer-facing roles, native English communication, NYC-based or commuting distance, experience with multi-channel support, booking and issue-troubleshooting capabilities, CRM familiarity (e.g., Zendesk), strong privacy, tone, and timeline judgment, and impeccable organization with ownership of a personal ticket queue. Preferred enhancements include social/public-facing support experience and familiarity with social moderation tools, telephony, and SMS platforms.
Required Qualifications
- 2+ years' experience in customer support, hospitality, or another high-touch, member-facing service role
- Native or fluent English speaker with excellent written and verbal communication skills; additional language skills are a plus
- Based in or able to commute to New York City
- Experience supporting customers across multiple channels including phone, email, and digital/social
- Proven ability to manage bookings, troubleshoot issues, and handle complaints with professionalism and accountability
- Familiarity with Zendesk or similar CRM and support platforms
- Strong judgement around tone, timing, and privacy—especially on public-facing social channels
- Highly organised with a clear sense of ownership, strong attention to detail, and ability to manage a personal ticket queue to defined SLAs
- Calm and confident in escalated or high-visibility situations
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