About the role
Mission Neko is redefining what prevention means, from treating illness when it arrives, to sustaining health before it's ever at risk. Our mission: make data-driven, preventative care accessible to more people, before symptoms appear. In a single, non-invasive visit under an hour, proprietary technology and direct clinical care combine to deliver personalised, actionable insights. It's a team that thinks in 10x, not 10%. Every role here plays a part in building a world where prevention is the norm, and where your work genuinely helps people live longer, healthier lives. Role Purpose Lead and own Neko Health's global customer support function. As Global Director of Customer Care, you will define the strategy, standards, and structure that make world-class member support possible across every market we operate in — UK, EU, and US. You'll report directly to the Director of Customer Support & Hospitality and be accountable for the global performance of the support function: how it delivers today, and how it's built for tomorrow. You will lead a team of Leads across multiple markets, set the operational architecture they work within, and drive the transformation needed to keep the function ahead of Neko's growth. This role is for someone who is as comfortable thinking three years ahead as they are solving a structural problem in how a team is operating today — a Director-level leader who builds high-performing functions, not just high-performing teams. Neko members invest in their health and deserve a standard of support that reflects that — proactive, deeply personal, and consistently excellent. Every interaction, regardless of channel or complexity, should leave them more confident in Neko than before they reached out AI is central to that transformation — and to this role. You'll have already built AI-augmented support strategies that genuinely deflects volume without degrading the member experience. You'll know where AI raises the standard and where it risks undermining it, and you'll build accordingly. What you'll deliver in the first 6–12 months The global support function is performing consistently across UK, EU, and US markets — common standards are in place, each market understands what good looks like, and the data shows it. SLA adherence, quality scores, and member satisfaction are tracked globally and moving in the right direction. The standard of support feels unmistakably premium. Members who contact Neko — whether by email, phone, or any other channel — leave interactions feeling genuinely cared for, not processed. The experience is proactive, personal, and consistent regardless of market or channel. CSAT and NPS from support interactions reflect this. An AI-augmented support strategy is in place and delivering measurable results — automated resolution handling appropriate ticket types, intelligent routing reducing handling time, agent assist tools improving response quality and consistency, and a self-service layer that genuinely deflects volume without members feeling abandoned. The balance between automation and human care is deliberate, not default A team of Leads who operate with genuine autonomy — clear on their objectives, confident in their decisions, and not waiting for direction on things they should own. The operational architecture is built for scale. Capacity planning, workforce modelling, QA frameworks, and escalation paths are documented, functioning, and ready for the next phase of growth — whether that's a new market, a new channel, or a significant increase in volume. Cross-functional relationships are established and working. Clinics, Operations, Product, and Marketing are aligned with support before decisions land — not catching up after. Member insight from the support function is reaching the right people and informing how the product and experience evolve. A clear point of view on where the function needs to go next — a roadmap for tooling, automation, self-service, and team capability that is grounded in data and presented with enough clarity to drive decisions.
