Summary

The Member Care Lead will help scale Neko Health’s US customer care function across email, phone, SMS, and social. The role leads frontline agents and partners with workforce planning, quality, training, and tooling colleagues to improve service operations. It also handles complex escalations and coaches by example.

Responsibilities

• Scale the us customer care function
• Guide frontline agents across support channels
• Partner with workforce planning on demand forecasts
• Develop service playbooks and escalation frameworks
• Resolve complex escalations and public social issues
• Coach agents and improve performance through feedback
• Build voice-of-member feedback loops