Member Care Lead - UK

The role

You will lead a high-performing, hospitality-led support organisation across email, phone, SMS, and social. You will guide frontline Agents and work with Workforce Planning, Quality, Training, and Tooling colleagues to scale a US customer care function.

What you will do

• Scale a high-performing US customer care function with improvements in SLA, CSAT/NPS, QA scores, and first-contact resolution
• Work with Workforce Planning to help forecast demand and optimise rotas
• Collaborate on scalable SOPs, escalation frameworks, and service playbooks
• Partner with colleagues across the business to reduce avoidable contacts and raise support efficiency
• Strengthen alignment with Clinics, Operations, Product, and Marketing
• Help build Voice-of-Member feedback loops to inform product development and training
• Stay hands-on with complex escalations, public-facing social care, and coaching

Required qualifications

• 3 to 5+ years experience in customer or member support within high-touch or service-intensive environments
• 2+ years leading multiple frontline support teams
• Proven success improving multi-channel support operations (email, phone, SMS, social)
• Strong experience working with workforce planning teams on forecasting, rota design, and intraday operations management
• Demonstrated ability to lead people, build team culture, and develop future leaders through coaching and feedback
• Strong operational and analytical skills
• Excellent judgement in sensitive member situations, public-facing social care, and complex escalations
• Deep familiarity with support platforms such as Zendesk (or equivalent), including reporting, tagging, macros, and workflow optimisation
• A calm, organised, and decisive approach in fast-paced, high-visibility environments

Nice to have

• Experience in healthcare, health tech, wellness, or other sensitive service environments
• Experience supporting clinic, field, or distributed operational teams
• Background in hospitality-led or premium service environments
• Experience contributing to QA frameworks, escalation playbooks, or Help Center and self-serve content strategies
• Exposure to automation, CX tooling optimisation, or AI-supported customer service

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.