Customer Care Specialist - UK at Neko Health (London, United Kingdom)

Neko Health· London, United Kingdom·3d ago

Role details

Work type

Hybrid

Employment

Full-Time

Neko Health at a glance

Preventive full-body health scanning built on proprietary in-house hardware and AI, co-founded by Spotify's Daniel Ek.

Neko Health runs a roughly one-hour, non-invasive full-body health scan that captures skin, cardiovascular, and blood data using hardware it designs and builds in-house, then has a doctor review the results with the member on the spot, aiming to catch disease early in people who feel healthy.

~$325M raised · latest: Series B ($260M, January 2025, at a $1.8B valuation) · backed by Lightspeed Venture Partners, General Catalyst, Atomico, Lakestar

Job description

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 personalised, actionable insights. It's a team that thinks in 10x, not 10%. Every role here plays a part in building a world where prevention is the norm, and where your work genuinely helps people live longer, healthier lives.

Role Purpose

Be the first point of contact and a trusted partner to Neko Health's members in the UK. As a Customer Support Representative based in London, you will own multi-channel member support across email, phone, text/SMS, and social — handling everything from booking management and product enquiries to complaint resolution and service recovery. This role is for someone who is empathetic, organised, and calm under pressure, and who takes pride in delivering support that feels genuinely human and member-first at every touchpoint.

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

Every member who contacts Neko feels genuinely looked after — responses are warm, clear, and arrive when they're expected. CSAT scores and SLA adherence reflect this consistently.
You own each case from first contact to resolution, anticipating what a member needs before they have to ask twice. Repeat contacts fall because members leave interactions feeling truly resolved.
Whether you're replying to a ticket, handling a complaint, or responding to a comment in public on social, the Neko voice is unmistakable — human, considered, and on brand every time.
The patterns you notice — recurring frustrations, complaint themes, moments where members stumble — find their way to the right people internally, so the product and experience keep getting better.

Requirements

2+ years' experience in customer support, hospitality, or another high-touch, member-facing service role
Fluent in English; exceptional written and verbal communication skills are essential
Experience supporting customers across multiple channels including phone, email, and digital/social
Proven ability to manage bookings, troubleshoot issues, and handle complaints with professionalism and accountability
Familiarity with Zendesk or similar CRM and support platforms
Strong judgement around tone, timing, and privacy — especially on public-facing social channels
Highly organised with a clear sense of ownership, strong attention to detail, and ability to manage a personal ticket queue to defined SLAs
Calm and confident in escalated or high-visibility situations

Preferred

Experience in social or public-facing support is a strong advantage
Experience with social moderation tools, telephony, and SMS platforms
Interest in or experience within health, wellness, or technology-driven consumer products

Why work at Neko Health

Mission-Driven: The company was founded to solve the fundamental problem of late-stage diagnosis by focusing on prevention. The work is presented as having a direct, positive impact on human longevity.
Culture & Engineering: The company actively showcases a deep engineering culture where “clinical insight can become a hardware iteration overnight.” Clinicians and engineers share the same floor, fostering rapid iteration and innovation.
Compensation & Benefits: Salaries are benchmarked via market research. Benefits include comprehensive Medical, Dental, and Vision Insurance, 401K, Paid Time Off, Life Insurance, Disability Insurance, CME Days, and Commuter Benefits.
Work Model: Roles are on-site at specific clinic locations. Training for medical roles is fully paid. The interview process is designed to give candidates a feel for the culture and mission.
Growth Trajectory: With 80+ active job postings and triple-digit growth in hiring, the company is in a high-growth phase, offering significant career development opportunities.

About Neko Health

Company Overview

One-liner: Neko Health is a healthcare technology company that has engineered a proprietary, data-driven preventive health scan to detect early signs of disease in otherwise healthy individuals.
Entity Type: Private (Funding Stage: Series A)
Headquarters: Stockholm, Sweden
Founded: 2018
Founders: Daniel Ek (Co-founder, also founder/CEO of Spotify) and Hjalmar Nilsonne (Co-founder)

Core Business

Primary industry/industries: Healthcare Technology, Preventive Medicine, Clinical Diagnostics
Target customers: B2C – Health-conscious individuals; B2B Potential – Self-insured employers
Mission or purpose statement: “To provide healthcare that’s proactive instead of reactive – so that people can live longer, healthier lives.”

Products & Services

[The Neko Health Scan]: A 60-minute, full-body health check that captures millions of data points across the skin, heart, blood, and circulation using four proprietary devices (Derma, Spectrum, Echo, and Neko Lens). Includes an unrushed consultation with a doctor where results are discussed immediately. The scan is priced at approximately 2750kr (~$260) in Sweden and is designed for asymptomatic, healthy individuals looking for prevention.

Market Standing

Valuation/Market Cap: Not publicly disclosed (as of mid-2026).
Key Metric: Total Funding – $325.1M (one prior funding round).
Notable Investors/Partners: Backed by “investors who have built and scaled some of the most ambitious technology companies of the last two decades” (individual names not publicly listed on career page). The company has strong ties to the tech and startup ecosystem.
Growth Signals: Over 1,000 employees (more than half in clinical roles). Aggressive expansion with active clinic locations in London, Manchester, Birmingham, Stockholm, and plans for more. Job postings have increased +344.4% year-over-year (as of mid-2026), indicating rapid scaling.

Competitive Advantages

Proprietary Hardware: All four scanning devices are designed, engineered, and assembled in-house in Stockholm, creating a hard-to-replicate technological moat.
Integrated Clinical Model: Unlike traditional clinics or digital health apps, Neko combines its proprietary hardware with on-site doctors, clinical researchers, and data science under one roof with a low patient volume per doctor ( ~9 members/day vs. 30+ in standard care). This enables a focus on prevention, not just treatment.
Data Moat: The system captures millions of structured data points per scan, allowing for peer benchmarking and longitudinal tracking over years, creating a powerful, network-effect dataset for preventive health insights.
Leadership: Co-founded by Daniel Ek (Spotify) and Hjalmar Nilsonne.

Strategic Focus

Scaling the Scan Room: Neko is actively testing a second-generation modular scan room platform designed to capture more signals and scale to new locations.
Global Expansion: Opening new clinics across the UK and Europe, with a clear intent to make the service more accessible.
Clinical Research & Governance: Continued focus on validating their devices with clinical studies and building a clinical leadership team (including ex-NHS and Amazon Health executives) to establish preventive care as a formal clinical discipline.

Sources