Member Care Lead - New York
Hybrid (New York)$117k - $178.8kFull-timePosted 3d ago
About the role
Lead a hospitality‑led member care function in the US, scaling multi‑channel support (email, phone, SMS, social) with a data‑driven, human‑centered approach. Build SOPs, forecast demand, coach frontline teams, and partner with Clinics, Operations, Product, and Marketing to reinforce the Neko brand and proactively improve member experience.
Responsibilities
- Work with peers to scale a high-performing US customer care function, with measurable improvements in SLA, CSAT/NPS, QA scores, and first-contact resolution.
- Collaborate with Workforce Planning to forecast demand and optimise rotas, supporting clinic operations and demand variability.
- Collaborate on scalable SOPs, escalation frameworks, and service playbooks that simplify operations while protecting trust and speed.
- Partner with colleagues across the business to reduce avoidable contacts, provide clarity to members, and raise support efficiency.
- Strengthen alignment with Clinics, Operations, Product, and Marketing for consistent member communication and seamless service delivery.
- Help build Voice-of-Member feedback loops informing product development, operational improvements, and training priorities.
- Stay selectively hands-on with complex escalations, public-facing social care, and coaching, setting a standard by example.
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), with measurable impact on SLA, QA, CSAT/NPS, and FCR.
- 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, with the ability to turn performance data into actionable improvements.
- 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.
Skills
Required:Customer/support leadershipWorkforce planningMulti-channel support management
Last updated Oct 23, 2026. Interested? Apply on the company site.
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