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Customer Care System Lead US
Full-time
Neko Health is redefining preventative care through proprietary technology and direct clinical care. You will own the infrastructure, data, and logic that empower the support team to scale intelligently, reducing friction for both members and agents by embedding AI and automation throughout the support lifecycle. Reporting to the Director of Customer Support & Hospitality, you will work at the intersection of AI, product thinking, and operational excellence.
Key responsibilities
Own and optimise the support tech stack, including platforms such as Zendesk, ensuring tools are deeply integrated and data flows cleanly across Support, Engineering, and Product.
Design and maintain automated workflows across the support lifecycle, including trigger-based automations and AI-driven resolution paths such as RAG-based bots.
Build agentic workflows that perform meaningful actions autonomously, such as processing refunds, handling tier changes, and triggering follow-ups via API.
Own the reporting suite and track KPIs including CSAT, NPS, First Response Time, Resolution Time, and Cost per Resolution.
Maintain internal and external knowledge bases structured for both human agents and automated systems.
Technical background
5+ years in a technical product management or systems-focused role, ideally within a customer support environment.
Hands-on experience deploying AI in production: LLM integrations, RAG pipelines, NLP-based classification, or conversational AI.
Deep expertise with a major CRM or CS platform (Zendesk, Salesforce Service Cloud, Intercom) plus automation platforms such as Zapier or Make.
Proficiency in SQL or data visualisation tools and comfort with a scripting language such as Python.
