Global Customer Support Director

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 through proprietary technology and direct clinical care.

Responsibilities

• Lead and own the global customer support function across UK, EU, and US markets
• Define the strategy, standards, and structure for world-class member support
• Lead a team of Leads across multiple markets and set the operational architecture
• Implement and manage AI-augmented support strategies to deflect volume while maintaining premium service
• Drive capacity planning, workforce modelling, QA frameworks, and escalation paths
• Establish cross-functional relationships with Clinics, Operations, Product, and Marketing
• Develop a roadmap for tooling, automation, and self-service grounded in data

Requirements

• 8+ years in customer or member support
• 3+ years at Director level or equivalent managing a global or multi-regional function
• Proven track record of transforming support operations at scale
• Experience leading managers and Team Leads across multiple geographies
• Strong operational instincts in capacity modelling and multi-channel operations
• Financial acumen with experience owning budgets and building business cases
• Advanced familiarity with Zendesk or equivalent tooling
• Hands-on experience designing and operationalising AI-augmented support strategies
• Hospitality-led mindset focused on high-touch service standards

Preferred Qualifications

• Experience in high-touch service environments like premium wellness, travel, or hospitality
• Exposure to rapid-growth or scale-up environments
• Experience defining QA frameworks and Help Centre strategy at scale
• Background in social care and public-facing escalation management