Global Customer Support Director

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.

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)
• 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