Customer Care System Lead US

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 You will own the infrastructure, data, and logic that empower our support team to scale intelligently — reducing friction for both the member and the agent by building seamless technical workflows and embedding AI and automation throughout the support lifecycle, from first contact to resolution. You'll continuously identify opportunities to apply emerging technologies that elevate the support experience: turning operational data into actionable insights, designing agentic systems that take action rather than just route tickets, and building infrastructure that learns and improves over time. You'll report directly to the Director of Customer Support & Hospitality and work at the intersection of AI, product thinking, and operational excellence. What You’ll Deliver in the First 6–12 Months - A clear, prioritised AI & systems roadmap is in place and actively being executed — improving both member and agent experience. (Tech-enabled, human-centred.) - At least two meaningful AI-powered automations are live and delivering measurable efficiency gains. (Chase 10x, not 10%.) - A comprehensive, well-structured internal and external knowledge base that serves both human agents and automated systems effectively. - A 20% increase in agent satisfaction scores, achieved in partnership with the Director of Customer Support & Hospitality and functional leads. (Hard truths, high hopes.) - Key CS operational metrics — handle time, deflection rate, CSAT — trending consistently in the right direction. (Member first, always.) Key Responsibilities - Systems Architecture Own and optimise the support tech stack — including platforms such as Zendesk. Ensure all tools are deeply integrated and that data flows cleanly and reliably between Support, Engineering, and Product. - Automation & AI Logic Design and maintain automated workflows across the support lifecycle. This includes traditional trigger-based automations and modern AI-driven resolution paths — such as RAG-based bots — that deflect common queries and deliver instant, accurate answers without compromising the member experience. - Process & Agentic Engineering Map the end-to-end customer journey to identify friction and bottlenecks. Build agentic workflows that allow systems to perform meaningful actions autonomously — processing refunds, handling tier changes, triggering follow-ups — via API rather than manual ticket handling. - Data & Insights Own the reporting suite. Track and interrogate KPIs including CSAT, NPS, First Response Time, Resolution Time, and Cost per Resolution. Use these metrics to identify where automation is underperforming, where documentation has gaps, and where the next investment should go. - Knowledge Management Maintain and continuously improve the internal and external knowledge bases. Ensure content is structured for dual consumption — equally useful to a human agent looking for a quick answer and an automated system retrieving context for a live interaction. Technical Background - 5+ years in a technical product management or systems-focused role — ideally within a customer support or similarly complex operational environment. - Proven, hands-on experience deploying AI in production: LLM integrations, RAG pipelines, NLP-based classification, conversational AI, or AI-assisted agent tooling — with results to show for it. - Deep expertise with at least one major CRM or CS platform (Zendesk,