Customer Care Specialist - EMEA
Hybrid (Stockholm)Full-timePosted 6mo ago
About the role
Be the first point of contact and trusted partner to Neko Health's members in EMEA, owning multi-channel member support across email, phone, text/SMS, and social, handling bookings, product inquiries, complaints, and service recovery with a human, member-first approach.
Responsibilities
- Own multi-channel member support across email, phone, text/SMS, and social — handling bookings, product inquiries, complaints, and service recovery.
- Resolve customer inquiries from first contact to resolution, ensuring warmth, clarity, and timely responses.
- Identify recurring issues and trends, escalating to the right internal teams to improve product and experience.
- Maintain Neko voice—human, considered, on-brand—in all customer interactions.
- Adhere to CSAT and SLA targets and manage a personal ticket queue to defined SLAs.
- Escalate high-visibility or sensitive situations calmly and confidently.
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 both languages
- 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
Skills
Required:Customer supportMultichannel communicationBooking managementCRM tools (e.g., Zendesk)Privacy and discretion on public channels
Benefits
- Not specified in the description
Last updated Oct 23, 2026. Interested? Apply on the company site.
About Neko Health
A better health check. Finally.
Try the Neko Body Scan. Get answers right away, and let us monitor your health - so you don't have to.
HealthHealth CentresMedical
More open roles at Neko Health
- Member Care Lead - New York3d agoHybrid (New York) · Operations & Markets
- Member Care Lead - UK3d agoHybrid (London) · Operations & Markets
- Global Security Lead3d agoHybrid (New York) · Operations & Markets
- Global Health and Safety Lead3d agoHybrid (London) · Operations & Markets
- Medical Recruiter3d agoHybrid (London) · People