nilo

Customer Support

• Du bist die erste Anlaufstelle für unsere User:innen und Psycholog:innen – bei Fragen rund um unser Produkt, Terminbuchungen/-verschiebungen und technischen Themen.
• Du sorgst für eine professionelle und empathische Betreuung aller Anfragen via E-Mail, Telefon und Chat während unserer Öffnungszeiten (Montag bis Freitag, 9:00–18:00 Uhr).
• Du unterstützt unsere User:innen beim Matching und weißt genau, welche Anliegen du an welche Psycholog:innen weiterleitest.
• Du stehst im engen Austausch mit Kolleg:innen aus verschiedenen Teams – insbesondere Psychology, Customer Success und Tech.

User Support Specialist, deutschsprachig

Counselor

• Online psychological counseling sessions for people who want to work on their mental well-being
• Each session is 45 minutes and is conducted through our platform
• Identify clients' needs and offer individualized, sustainable solutions to improve their mental well-being

Online Counseling Psychologist – German Sign Language (DGS), Freelancer

Customer Success Manager

• You support our clients from day one in defining and successfully achieving their goals
• You design an optimal SaaS customer experience across the entire customer journey — including onboarding, support, account management, and upselling
• You conduct regular check-ins with clients to gather feedback, measure satisfaction, and identify opportunities for improvement
• You analyze engagement metrics to uncover potential upsell or cross-sell opportunities
• You proactively address client concerns and escalate issues when necessary
• You develop targeted communication strategies across multiple channels for your clients

Customer Success Manager, German-speaking

Financial Planning and Analysis

• You oversee and develop our Finance Operations, including AP/AR, cash management, and related workflows
• You take ownership of monthly and annual closes and ensure their timely completion
• You ensure continuous monitoring and transparent communication of key financial and non-financial KPIs
• You support teams on legal questions and accompany contract reviews from a finance perspective
• You work with large datasets, ensure data quality, and identify optimization opportunities across nilo
• You work closely with our Head of Finance on company-wide projects

Senior Finance Ops & Accounting Manager, German-speaking

• You guide our customers from day one in defining and successfully achieving their goals
• You design an optimal SaaS customer experience across the entire customer journey — including onboarding, support, account management, and upselling
• You conduct regular check-ins with customers to gather feedback, measure satisfaction, and identify opportunities for improvement
• You analyze engagement metrics to uncover potential upsell and cross-sell opportunities
• You proactively address customer concerns and, when necessary, escalate issues in close collaboration with internal teams to ensure timely resolution
• You develop targeted communication strategies across multiple channels for your customers

Senior Customer Success Manager – German-speaking

• Psychological support of employees on-site in Dortmund within an 8-hour shift system
• Conducting empathetic, structured individual counseling in acute stress and crisis situations
• Designing and facilitating group sessions to promote mental health and team exchange
• Analyzing topics such as stress, motivation, work climate, leadership and company culture
• Building trusting working relationships and jointly developing sustainable solutions

User Support Specialist, deutschsprachig

Online Counseling Psychologist – German Sign Language (DGS), Freelancer

Customer Success Manager, German-speaking

Senior Finance Ops & Accounting Manager, German-speaking

Senior Customer Success Manager – German-speaking

Psychologist, Psychological Counselor