Customer Care Specialist - Bilingual English/Spanish

Job description

MISSION Neko is redefining what prevention means, from treating illness when it arrives, to sustaining health before it's ever at risk. Our mission: make data-driven, preventative care accessible to more people, before symptoms appear. In a single, non-invasive visit under an hour, proprietary technology and direct clinical care combine to deliver personalised, actionable insights. It's a team that thinks in 10x, not 10%. Every role here plays a part in building a world where prevention is the norm, and where your work genuinely helps people live longer, healthier lives. Role Purpose Be the first point of contact and a trusted partner to Neko Health's members in the US. As a Customer Support Specialist, you will own multi-channel member support across email, phone, text/SMS, and social — handling everything from booking management and product enquiries to complaint resolution and service recovery. This role is for someone who is empathetic, organised, and calm under pressure, and who takes pride in delivering support that feels genuinely human and member-first at every touchpoint. What You'll Deliver in the First 6–12 Months - Every member who contacts Neko feels genuinely looked after — responses are warm, clear, and arrive when they're expected. CSAT scores and SLA adherence reflect this consistently. - You own each case from first contact to resolution, anticipating what a member needs before they have to ask twice. Repeat contacts fall because members leave interactions feeling truly resolved. - Whether you're replying to a ticket, handling a complaint, or responding to a comment publicly on social, the Neko voice is unmistakable — human, considered, and on brand every time. - The patterns you notice — recurring frustrations, complaint themes, moments where members stumble — find their way to the right people internally, so the product and experience keep getting better. Requirements - 2+ years' experience in customer support, hospitality, or another high-touch, member-facing service role - Native or fully fluent in both English and Spanish, with excellent written and verbal communication skills in both languages - Based in or able to commute to New York City; familiarity with the NYC market and its member expectations is an advantage - 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 Preferred • Experience in social or public-facing support is a strong advantage • Experience with social moderation tools, telephony, and SMS platforms • Interest in or experience within health, wellness, or technology-driven consumer products