Customer Support Manager at Nelly Solutions

📍 Job Overview

Job Title: Customer Support Manager
Company: Nelly Solutions
Location: Berlin, Germany
Job Type: Full Time
Category: Customer Support & Success
Date Posted: 2025-07-31
Experience Level: Entry-level to Mid-level (0-2 years)
Remote Status: On-site

🚀 Role Summary

Nelly Solutions is seeking a Customer Support Manager to join their dynamic team in Berlin. In this role, you will be the primary point of contact for Nelly's business customers, providing exceptional support and ensuring customer satisfaction. You will collaborate closely with various teams, including Customer Success, Sales, and Product, to drive customer success and contribute to product improvement.

📝 Enhancement Note: This role offers a unique opportunity to work in a fast-paced, innovative FinTech startup focused on revolutionizing the healthcare industry through AI-driven solutions. By joining Nelly Solutions, you will have the chance to make a significant impact on the company's mission to optimize financial outcomes for millions of patients and healthcare providers.

💻 Primary Responsibilities

Customer Communication: Serve as the voice of Nelly, communicating with business customers via phone, email, and other channels to address their inquiries and resolve any issues they may have.
Customer Support: Provide exceptional customer support, demonstrating empathy, patience, and a keen eye for detail to ensure customer satisfaction and retention.
Feedback Collection: Gather and analyze customer feedback to identify trends, pain points, and areas for improvement, then relay this information to the Product team for consideration.
Collaboration: Work closely with various teams, such as Customer Success, Sales, and Product, to ensure customer needs are met and to drive customer success.
Process Improvement: Continuously seek opportunities to improve customer support processes and contribute to the development of internal guidelines and best practices.

📝 Enhancement Note: As a Customer Support Manager at Nelly Solutions, you will have the opportunity to work with a diverse range of stakeholders, including medical professionals, and gain valuable insights into the healthcare industry. Your ability to build strong relationships with customers and understand their unique needs will be crucial to your success in this role.

🎓 Skills & Qualifications

Education: A completed Bachelor's degree or equivalent training in a relevant field, such as Business Administration, Healthcare Management, or a related discipline.

Experience: Proven experience in customer support, customer success, or a related role (0-2 years).

Required Skills:

Excellent communication skills in both German and English, with a strong command of written and spoken language.
Strong active listening skills and the ability to empathize with customers.
Excellent problem-solving skills and the ability to think critically.
Strong organizational skills and the ability to work independently.
Proficiency in using customer support software and tools.

Preferred Skills:

Experience working in the healthcare or FinTech industries.
Familiarity with AI-driven solutions and their application in healthcare.
Knowledge of CRM systems and customer success best practices.
Experience working in a startup environment.

📝 Enhancement Note: While previous experience in a customer support role is preferred, Nelly Solutions is also open to considering candidates with strong transferable skills and a passion for customer success. The company values diversity and encourages individuals of all genders to apply.

📊 Web Portfolio & Project Requirements (N/A for this role)

As this role does not involve web development or server administration, there are no specific portfolio or project requirements.

💵 Compensation & Benefits

Salary Range: €35,000 - €45,000 per year (gross), depending on experience and qualifications. This estimate is based on market research for entry-level to mid-level customer support roles in Berlin.

Benefits:

Competitive salary
Learning and development budget
Flexible working hours
Membership in Urban Sports Club
Germany Ticket or Swapfiets bike

Working Hours: Full-time position, with standard working hours Monday to Friday, 9:00 AM to 5:00 PM. Flexible working hours and remote work may be considered for the right candidate.

📝 Enhancement Note: Nelly Solutions offers a competitive benefits package to attract and retain top talent. The company is committed to providing its employees with the resources and support they need to grow both personally and professionally.

🎯 Team & Company Context

🏢 Company Culture

Industry: FinTech, specifically focused on revolutionizing the healthcare industry through AI-driven solutions.

Company Size: Medium-sized startup with a team of over 50 employees, offering a dynamic and collaborative work environment.

Founded: 2021, with a mission to optimize financial outcomes for millions of patients and healthcare providers through innovative, AI-driven solutions.

Team Structure:

Customer Support Team: Responsible for managing customer relationships and ensuring customer satisfaction.
Customer Success Team: Focused on driving customer success and retention through strategic account management.
Sales Team: Dedicated to generating new business and expanding Nelly's customer base.
Product Team: Comprised of developers, designers, and product managers working together to create and improve Nelly's AI-driven solutions.
Leadership Team: Consisting of the founders and other senior executives, responsible for driving the company's vision and strategy.

Development Methodology: Nelly Solutions follows Agile development methodologies, with a focus on continuous improvement, collaboration, and customer-centric design.

Company Website: GetNelly.de

📝 Enhancement Note: Nelly Solutions fosters a culture of innovation, collaboration, and continuous learning. The company values diversity, inclusivity, and work-life balance, and is committed to providing its employees with the resources and support they need to succeed.

📈 Career & Growth Analysis

Customer Support Career Level: Entry-level to Mid-level. In this role, you will gain valuable experience in customer support and customer success, with opportunities for growth and development within the company.

Reporting Structure: The Customer Support Manager will report directly to the Head of Customer Success and work closely with various teams, including Sales and Product.

Technical Impact: While this role does not involve direct technical work, the insights and feedback gathered from customers will play a crucial role in shaping the development and improvement of Nelly's AI-driven solutions.

Growth Opportunities:

Customer Success: As you gain experience and demonstrate your ability to drive customer success, you may have the opportunity to transition into a Customer Success Manager role.
Team Leadership: With proven leadership skills and a track record of success, you may have the opportunity to lead and manage the Customer Support team.
Product Management: If you have a strong interest in product development and a passion for AI-driven solutions, you may have the opportunity to transition into a product management role.

📝 Enhancement Note: Nelly Solutions offers a dynamic and fast-paced work environment, with ample opportunities for growth and development. The company values internal promotions and is committed to helping its employees achieve their career goals.

🌐 Work Environment

Office Type: Modern, collaborative workspace located in Berlin, with a focus on open communication and teamwork.

Office Location(s): Berlin, Germany

Workspace Context:

Collaboration: The Customer Support team works closely with other departments, such as Sales and Product, to ensure customer needs are met and to drive customer success.
Tools & Equipment: Nelly Solutions provides its employees with state-of-the-art equipment, including laptops, monitors, and software, to ensure they have the tools they need to succeed.
Work-Life Balance: Nelly Solutions values work-life balance and offers flexible working hours and remote work options for the right candidate.

Work Schedule: Full-time position, with standard working hours Monday to Friday, 9:00 AM to 5:00 PM. Flexible working hours and remote work may be considered for the right candidate.

📝 Enhancement Note: Nelly Solutions offers a dynamic and collaborative work environment, with a strong focus on teamwork and open communication. The company values work-life balance and is committed to providing its employees with the resources and support they need to succeed.

📄 Application & Technical Interview Process (N/A for this role)

As this role does not involve web development or server administration, there is no technical interview process or portfolio review required.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

As this role does not involve web development or server administration, there is no relevant technology stack or web infrastructure to discuss.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Nelly Solutions places a strong emphasis on customer satisfaction and ensuring that customers have a positive experience with the company's products and services.
Empathy: The Customer Support team is committed to understanding and addressing the unique needs and concerns of each customer.
Continuous Improvement: Nelly Solutions is dedicated to continuously improving its products and services, and the Customer Support team plays a crucial role in gathering and analyzing customer feedback to drive this improvement.
Collaboration: The Customer Support team works closely with other departments, such as Sales and Product, to ensure customer needs are met and to drive customer success.

Collaboration Style:

Cross-Functional: The Customer Support team works closely with other departments, such as Sales and Product, to ensure customer needs are met and to drive customer success.
Open Communication: Nelly Solutions fosters a culture of open communication and encourages employees to share their ideas and insights with one another.
Continuous Learning: Nelly Solutions is committed to providing its employees with the resources and support they need to grow both personally and professionally.

📝 Enhancement Note: Nelly Solutions fosters a culture of collaboration, open communication, and continuous learning. The company values diversity, inclusivity, and work-life balance, and is committed to providing its employees with the resources and support they need to succeed.

⚡ Challenges & Growth Opportunities

Technical Challenges: (N/A for this role)

Learning & Development Opportunities:

Customer Success: As you gain experience and demonstrate your ability to drive customer success, you may have the opportunity to transition into a Customer Success Manager role.
Product Management: If you have a strong interest in product development and a passion for AI-driven solutions, you may have the opportunity to transition into a product management role.
Leadership Development: Nelly Solutions offers various leadership development programs and opportunities to help employees grow both personally and professionally.

📝 Enhancement Note: Nelly Solutions offers a dynamic and fast-paced work environment, with ample opportunities for growth and development. The company values internal promotions and is committed to helping its employees achieve their career goals.

💡 Interview Preparation

As this role does not involve web development or server administration, there is no specific interview preparation guidance to provide.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support and success roles
Include customer communication strategies, active listening techniques, and problem-solving methodologies
Emphasize customer feedback collection, analysis, and implementation processes
Address customer support team dynamics, cross-functional collaboration with sales and product teams
Focus on customer support career progression, leadership opportunities, and customer success strategies

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture
Be comprehensive but concise, prioritizing actionable information over descriptive text
Strategically distribute customer support and success-related keywords throughout all sections naturally
Provide realistic salary ranges based on location, experience level, and customer support specialization

Industry Expertise:

Include specific customer support and success strategies, tools, and best practices
Address customer support career progression paths and technical leadership opportunities in customer success teams
Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies
Include customer support-specific interview preparation and problem-solving guidance
Emphasize customer experience design, customer journey mapping, and customer satisfaction measurement

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout
Use customer support and success industry terminology appropriately and accurately
Include comprehensive benefits and growth opportunities relevant to customer support professionals
Provide actionable insights that give customer support and success candidates a competitive advantage
Focus on customer support team culture, cross-functional collaboration, and customer impact measurement

Customer Support & Success Emphasis:

Emphasize customer communication strategies, active listening techniques, and problem-solving methodologies
Include specific portfolio requirements tailored to the customer support discipline and role level
Address customer feedback collection, analysis, and implementation processes
Focus on customer support team dynamics, cross-functional collaboration with sales and product teams
Include technical presentation skills and stakeholder communication for customer support projects

Avoid:

Generic business jargon not relevant to customer support or success roles
Placeholder text or incomplete sections
Repetitive content across different sections
Non-customer support terminology unless relevant to the specific customer support role
Marketing language unrelated to customer support, customer success, or customer experience

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support and success candidates evaluating career opportunities and preparing for interviews in the customer support industry.

Customer Support Manager