Signature Concierge - US

About the role

Be the defining voice of Neko's most premium member experience. As a Neko Signature Concierge, you will manage Signature member journeys end-to-end — from onboarding and clinic visits through to follow-up and ongoing support — ensuring every interaction reflects the highest standards of hospitality, discretion, and personalised care. This is a role for a service-driven professional who thrives in high-touch environments, balances warmth with precision, and is passionate about creating experiences that feel genuinely exceptional at every touchpoint.

What you'll deliver in the first 6-12 months

• Every Signature member receives a seamless, personalised end-to-end experience — from first contact through clinic visit to follow-up — with all actions completed within defined SLAs.
• A Signature Member Playbook is in place, covering SOPs, tone of voice guidelines, and escalation protocols — raising consistency and quality across every touchpoint.
• Signature member clinic visits are flawlessly coordinated: every centre is prepared, every member is personally greeted, and any issues are resolved before they escalate.
• Cross-functional relationships with product, marketing, legal, and clinic teams are strong, enabling smooth rollout of new Signature features, processes, and system improvements.

Requirements

• Proven experience in luxury hospitality, concierge services, or a high-touch customer support environment
• Exceptional written and verbal communication skills; warm, polished, and adapted to a premium audience
• Strong organisational skills and meticulous attention to detail across complex, multi-stakeholder journeys
• Demonstrated ability to manage sensitive member information with discretion and professionalism
• Proactive mindset — anticipates member needs and resolves issues before they surface
• Comfortable working across scheduling, CRM, and case management platforms (e.g. Zendesk)
• Ability to build collaborative relationships across internal teams including operations, marketing, product, and clinic staff

Preferred experience

• Supporting VIP, executive, or international clients in a concierge or personal assistant capacity
• Language skills or cultural sensitivity, beneficial for supporting Signature members across markets
• Familiarity with healthcare environments or regulated service settings
• Experience contributing to process documentation, SOPs, or playbook development

Pay

$100K - $112K