Customer Care Representative

About the Company

Neko is redefining what prevention means, from treating illness when it arrives, to sustaining health before it's ever at risk. Our mission is to make data-driven, preventative care accessible to more people, before symptoms appear.

Responsibilities

• Act as the first point of contact and a trusted partner to members in EMEA across email, phone, text/SMS, and social channels
• Manage booking administration, product enquiries, complaint resolution, and service recovery
• Maintain high CSAT scores and SLA adherence through warm, clear, and timely responses
• Own cases from first contact to resolution, anticipating member needs to reduce repeat contacts
• Represent the Neko brand voice consistently across all communication channels
• Identify and communicate recurring member frustrations and patterns to internal teams to improve product and experience

Requirements

• 2+ years of experience in customer support, hospitality, or high-touch member-facing service roles
• Fluency in Swedish and English (excellent written and verbal communication required)
• Experience supporting customers via phone, email, and digital/social channels
• Proven ability to manage bookings, troubleshoot issues, and handle complaints professionally
• Familiarity with Zendesk or similar CRM and support platforms
• Strong judgement regarding tone, timing, and privacy, especially on public social channels
• Highly organised with strong attention to detail and ability to manage ticket queues to defined SLAs
• Ability to remain calm and confident in escalated or high-visibility situations

Preferred Qualifications

• Experience in social or public-facing support
• Experience with social moderation tools, telephony, and SMS platforms
• Interest in or experience within health, wellness, or technology-driven consumer products