Global Customer Support Director

Role Overview

• Lead and own Neko Health's global customer support function
• Define the strategy, standards, and structure that make world-class member support possible across every market we operate in — UK, EU, and US
• Report directly to the Director of Customer Support & Hospitality and be accountable for the global performance of the support function
• 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
• Ensure Neko members receive proactive, deeply personal, and consistently excellent support
• Build AI-augmented support strategies that genuinely deflect volume without degrading the member experience
• Track SLA adherence, quality scores, and member satisfaction globally
• Establish cross-functional relationships with Clinics, Operations, Product, and Marketing
• Develop a roadmap for tooling, automation, self-service, and team capability

Requirements

• 8+ years in customer or member support, with at least 3 years at Director level or equivalent — accountable for a global or multi-regional function with real budget and outcome ownership
• Demonstrated track record of transforming support operations at scale — not just improving them, but defining what they should become and building toward it
• A genuine track record in world-class, high-touch service standards — you've worked in environments where exceptional is the baseline, not the aspiration
• Proven experience leading managers and Team Leads across multiple markets or geographies; builds leaders, not just manages agents
• Strong operational instincts — comfortable with capacity modelling, forecasting, and multi-channel operations (email, phone, SMS, social)
• Financial acumen; experienced owning budgets, building business cases, and making trade-offs with full visibility of cost and quality implications
• Deep familiarity with Zendesk or equivalent at an advanced level — views, routing, automations, reporting — and the ability to set a clear direction for how tooling should evolve
• Hands-on experience designing and operationalising AI-augmented support strategies — automated resolution, intelligent routing, agent assist tools, and self-service. You have a clear point of view on where AI raises the standard and where it risks compromising it
• Excellent judgement on tone, timing, and risk — especially in sensitive member situations or high-visibility escalations
• Clear, direct communicator; as effective presenting to senior stakeholders as debriefing a team lead after a difficult week
• A hospitality-led mindset — believes support is an experience, not a transaction, and builds teams and cultures that reflect that
• Experience in a high-touch, high-expectation service environment where the standard of care is genuinely world-class, whether in premium wellness, travel, hospitality, financial services, or another environment where high-touch service and member privacy are both non-negotiable
• Exposure to rapid-growth or scale-up environments where structure and standards have been built from the ground up
• Experience defining or overhauling QA frameworks and Help Centre strategy at scale
• Background in or strong understanding of social care and public-facing escalation management

Benefits

• Offers Equity