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About the Role
As a working student in Customer Support, you will be the voice of Nelly for patients, assisting them with payment and billing inquiries via phone, email, and chat. Your role is crucial in ensuring patients feel well-cared for.
Responsibilities
- Answer patient inquiries via phone, email, and chat, primarily concerning payments, installment plans, and billing.
- Accurately record, document, and prioritize inquiries in the ticketing system (Intercom).
- Escalate complex or unclear cases with all necessary information to the core team or team lead.
- Identify recurring questions and issues, providing feedback to the team to improve responses and processes.
- Collaborate closely with the support team, Customer Success, Account Management, and technical teams.
Requirements
- Currently enrolled at a university.
- Enjoy interacting with people, including via phone.
- Maintain a friendly, patient, and solution-oriented demeanor, even during busy periods.
- Work reliably and in a structured manner.
- Native-level German language proficiency.
- Sufficient English skills for reading and writing documentation.
Skills
- Customer Support
- Communication
- Problem-Solving
- Interpersonal Skills
- Reliability
- Structured Work Ethic
- German Language Proficiency
- English Language Proficiency
Location
- Remote (Germany-wide)
- Hybrid (Germany-wide)
Work Type
- Working Student
- Part-time (20 hours per week)
Experience Level
- Student
Education Level
- University Enrollment
Salary/Compensations
- €1,650 gross per month
Benefits
- Deutschlandticket or Swapfiets membership
- Urban Sports Club membership
- €500 L&D budget for professional development
- 28 vacation days (increasing)
- Flexible working hours
- Hybrid work setup
- Dog-friendly office
- Snacks and cold beverages
About the Company
- Nelly is building an AI-Driven Financial Operating System for the European healthcare sector.
- The company aims to solve major challenges for patients and practices by transforming administrative processes into intelligent, automated workflows.
- Nelly's platform covers patient care, billing, and next-generation payments.
- The company believes healthcare should focus more on people and less on paperwork.
- Nelly has secured over €50 million in Series B funding from world-class investors.
- The company emphasizes talent density, rapid progress, continuous development, and daily AI utilization.
- Employees are trusted with responsibility and encouraged to voice concerns.
Equal Opportunity
- Applications are welcome from people of all genders (m/f/d) and regardless of origin, age, or background.
- Encourages candidates to explain why they are a good fit, even if their resume doesn't perfectly match the requirements.