Signature Concierge - US

About the role

Mission Neko is redefining what prevention means, from treating illness when it arrives, to sustaining health before it's ever at risk. Our mission: make data-driven, preventative care accessible to more people, before symptoms appear. In a single, non-invasive visit under an hour, proprietary technology and direct clinical care combine to deliver personalized, actionable insights.

Responsibilities

• Deliver a seamless, personalized end-to-end experience for every Signature member, from onboarding through clinic visit to follow-up, within defined Service Level Agreements (SLAs).
• Manage a Signature Member Playbook covering Standard Operating Procedures (SOPs), tone of voice guidelines, and escalation protocols to ensure consistency and quality across all touchpoints.
• Coordinate Signature member clinic visits flawlessly, ensuring every centre is prepared, every member is personally greeted, and any issues are resolved before they escalate.
• Build strong cross-functional relationships with product, marketing, legal, and clinic teams to enable 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.

Qualifications

• 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.

Skills

• Exceptional interpersonal and communication skills.
• Strong organizational and problem-solving abilities.
• Attention to detail and ability to handle sensitive information.
• Ability to work independently and as part of a team.
• Knowledge of healthcare environments or regulated service settings.

Benefits

At Mission Neko, we believe in offering competitive benefits to support our employees' well-being. While specific details are not provided in this posting, typical benefits might include:

• Health insurance coverage
• Paid time off
• Flexible work arrangements
• Professional development opportunities
• Employee wellness programs

Pay

$100K - $112K

Schedule

Full-time position, typically 40 hours per week.

Equal Opportunity & Inclusion Statement

Neko Health is committed to inclusive hiring and member-first care. We welcome candidates from all backgrounds and encourage you to request reasonable adjustments to support your application.