Customer Care Specialist - EMEA

The role

You will be the first point of contact and a trusted partner to members in EMEA. You will own multi-channel support across email, phone, text/SMS, and social, handling booking management, product enquiries, complaint resolution, and service recovery.

What you will do

• Own multi-channel member support across email, phone, text/SMS, and social
• Handle booking management and product enquiries
• Handle complaint resolution and service recovery
• Ensure responses are warm, clear, and arrive when expected
• Own each case from first contact to resolution
• Maintain the Neko voice on tickets, complaints, and social media
• Report recurring frustrations and complaint themes to internal teams

Required qualifications

• 2+ years' experience in customer support, hospitality, or another high-touch, member-facing service role
• Fluent in Swedish and English
• Excellent written and verbal communication in Swedish and English
• Experience supporting customers across multiple channels including phone, email, and digital/social
• 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
• Highly organised with a clear sense of ownership
• Strong attention to detail
• Ability to manage a personal ticket queue to defined SLAs
• Calm and confident in escalated or high-visibility situations

Nice to have

• Experience in social or public-facing support
• Experience with social moderation tools, telephony, and SMS platforms
• Interest in or experience within health, wellness, or technology-driven consumer products

About the company

Neko is redefining what prevention means, from treating illness when it arrives, to sustaining health before it's ever at risk. The mission is to make data-driven, preventative care accessible to more people, before symptoms appear.