Customer Care System Lead US

Leads the technical infrastructure for customer support at Neko Health.

• •This role owns the infrastructure, data, and logic that empower Neko Health's support team to scale intelligently.
• •You will build seamless technical workflows and embed AI and automation throughout the support lifecycle, aiming to reduce friction for both members and agents.
• •Key Responsibilities Own and optimize the support tech stack, ensuring deep integration and reliable data flow.
• •Design and maintain automated workflows, including AI-driven resolution paths.
• •Map customer journeys to build agentic workflows that perform meaningful actions autonomously.
• •Own the reporting suite, tracking KPIs to identify areas for improvement.
• •Maintain and improve internal and external knowledge bases for dual consumption.
• •Requirements 5+ years in a technical product management or systems-focused role, ideally in customer support.
• •Proven hands-on experience deploying AI in production (LLM integrations, RAG pipelines, NLP).
• •Deep expertise with a major CRM or CS platform (e.g., Zendesk) including API customization and workflow automation.