---
title: 'Member Care Lead - UK at Neko Health'
canonical: 'https://feeny.ai/job/member-care-lead-uk-neko-health-london-yebazc892j8y'
type: 'job'
last_seen: '2026-11-08'
---

# Member Care Lead - UK at Neko Health

- **Company:** [Neko Health](https://feeny.ai/companies/neko-health)
- **Location:** London, United Kingdom
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-10-20
- **Last confirmed live:** 2026-11-08
- **Apply:** https://jobs.ashbyhq.com/neko-health/9a7e274b-d7f6-4554-8878-fb6b7a82ce69

## 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

Most companies treat support as a queue to clear. We think it can be the warmest, most memorable part of the whole experience. Neko Health is building a new kind of healthcare: proactive, human, and built around the member. In the US, that promise is about to meet thousands of new members, and the care behind every call, text, email, and message has to feel like hospitality at its best. Right now, that team is yet to be scaled, and you would help build it. As a Member Care Lead, you will work with a team of peers to lead a high-performing, hospitality-led support organisation across email, phone, SMS, and social. You will guide frontline Agents, and you will work alongside Workforce Planning, Quality, Training, and Tooling colleagues to make great service consistent. You will partner closely with Clinics, Operations, Product, and Marketing, and stay hands-on where it matters most: complex escalations, high-visibility social moments, and coaching by example. All of it serves one common goal: to reinforce the Neko brand in everything we do and to exceed expectations every time. You will help build a culture grounded in trust, accountability, and open communication, where every member interaction reflects Neko’s commitment to proactive, human-centred care. You will use data, automation, and AI to make that service faster and sharper, without losing the human touch at its heart. We are scaling aggressively, and this is the moment to get it right. If you want to build something extraordinary, something members talk about long after the conversation ends, this is the role.

## What You’ll Do

- Work with your peers to scale a high-performing US customer care function, with measurable improvements in SLA, CSAT/NPS, QA scores, and first-contact resolution. (Member-first, always)
- Work with Workforce Planning to help forecast demand and optimise rotas, so staffing supports clinic operations and demand variability. (Tech-enabled, human-centred)
- Collaborate on scalable SOPs, escalation frameworks, and service playbooks that simplify operations while protecting trust and speed. (Hard truths, high hopes)
- Partner with colleagues across the business to reduce avoidable contacts, give members greater clarity, and raise support efficiency. (Chase 10X, not 10%)
- Strengthen alignment with Clinics, Operations, Product, and Marketing so member communication is consistent and service delivery is seamless. (Impact, not activity)
- Help build Voice-of-Member feedback loops that inform product development, operational improvements, and training priorities. (Optimistic truth-seeking)
- Stay selectively hands-on with complex escalations, public-facing social care, and coaching, setting the standard by example.

## Minimum Requirements

- 3 to 5+ years’ experience in customer or member support within high-touch or service-intensive environments.
- 2+ years leading multiple frontline support teams.
- Proven success improving multi-channel support operations (email, phone, SMS, social), with measurable impact on SLA, QA, CSAT/NPS, and FCR.
- Strong experience working with workforce planning teams on forecasting, rota design, and intraday operations management.
- Demonstrated ability to lead people, build team culture, and develop future leaders through coaching and feedback.
- Strong operational and analytical skills, with the ability to turn performance data into actionable improvements.
- Excellent judgement in sensitive member situations, public-facing social care, and complex escalations.
- Deep familiarity with support platforms such as Zendesk (or equivalent), including reporting, tagging, macros, and workflow optimisation.
- A calm, organised, and decisive approach in fast-paced, high-visibility environments.

## Preferred

- Experience in healthcare, health tech, wellness, or other sensitive service environments.
- Experience supporting clinic, field, or distributed operational teams.
- Background in hospitality-led or premium service environments.
- Experience contributing to QA frameworks, escalation playbooks, or Help Center and self-serve content strategies.
- Exposure to automation, CX tooling optimisation, or AI-supported customer service.

## 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.

## Why Work Here
- **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.

## Sources
1. [nekohealth.com](https://www.nekohealth.com/en)
2. [nekohealth.com](https://www.nekohealth.com/us/en/about)
3. [linkedin.com](https://www.linkedin.com/company/nekohealth)
4. [nekohealthcareers.com](https://www.nekohealthcareers.com/)
5. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/neko-health)

## Other roles at Neko Health

- [Executive Assistant Lead, SE](https://feeny.ai/job/executive-assistant-lead-se-neko-health-stockholm-dhmpf944r4gm) — Stockholm, Sweden
- [Lead Program Manager](https://feeny.ai/job/lead-program-manager-neko-health-stockholm-03r6ashx54yb) — Stockholm, Sweden
- [Medical TA Lead](https://feeny.ai/job/medical-ta-lead-neko-health-new-york-gs9pbmxnm77b) — New York, NY
- [Family Medicine Physician](https://feeny.ai/job/family-medicine-physician-neko-health-miami-7xghg55er0y7) — Miami, FL
- [Physician](https://feeny.ai/job/physician-neko-health-miami-0cncf2wwvecp) — Miami, FL
- [Nurse Practitioner](https://feeny.ai/job/nurse-practitioner-neko-health-miami-yqddgxx21cdh) — Miami, FL
- [Nurse Practitioner](https://feeny.ai/job/nurse-practitioner-neko-health-washington-2dfedzz2enhm) — Washington, DC
- [Field Service Engineer](https://feeny.ai/job/field-service-engineer-neko-health-london-r80d8mtp4ejc) — London, United Kingdom
- [Principal Clinical Scientist, Medical Devices & AI](https://feeny.ai/job/principal-clinical-scientist-medical-devices-ai-neko-health-new-york-ye048s51gzqa) — New York, NY
- [Laboratory Technical Supervisor](https://feeny.ai/job/laboratory-technical-supervisor-neko-health-new-york-ns3kqabf7p86) — New York, NY