From Customer Care to Legal Consultant: My Journey at the Nexus Group

Starting in Customer Care while studying, gaining my first leadership experience, and finally making the move to the Legal Team: my three-year journey at the Nexus Group has been marked by many changes – and has shown me just how much you can grow when faced with new challenges.

When I joined the Nexus Group in May 2023, I was studying Business Law at the ZHAW in Winterthur. Alongside my studies, I worked a 70% position in the Customer Care department at Startups.ch.

My long-term goal was already in the legal field back then. However, I never expected that my path there would lead through Customer Care, process optimization, and even my first taste of leadership.

Today, I work as a Legal Consultant – and I still benefit from many of the experiences I gained along the way.

My start in Customer Care

My time at Startups.ch began during an intense phase.

Just a few months in, our team was under heavy pressure during peak season while simultaneously being short-staffed. As a result, I had to take on additional responsibility quite quickly.

It wasn't always easy, but these exact situations helped me grow. I learned to keep an overview even under stress, to address problems, and to look for solutions instead of just accepting difficult situations.

Over time, I was able to get more involved in optimizing our processes and contribute my own ideas and experiences from day-to-day work.

Suddenly taking on leadership

A particularly formative phase began when our team lead at the time went on maternity leave, and I took over the role of Assistant Manager in Customer Care for a few months.

That was a completely new situation for me.

Suddenly, it wasn't just about my own tasks anymore. Colleagues came to me with questions, needs, and problems. At the same time, I participated in meetings regarding process optimization and was able to bring my perspective more strongly into decision-making.

During this time, a new team member joined, and I helped with their onboarding. At the same time, we had to deal with more difficult personnel situations.

These experiences weren't always pleasant or easy. That is precisely why they helped me grow so much on a personal level.

Not just accepting change, but helping to shape it

During this period, a new process was also introduced in Customer Care, and I had the opportunity to support the team in its implementation.

I learned that changes in daily work don't happen automatically just because a new solution has been decided upon. Processes must be explained, implemented, and lived out together.

This experience also changed my attitude toward work.

Today, I try not to just accept or work around problems. If something isn't working optimally, I tend to ask myself: What can we improve? What can we do differently?

This mindset has stayed with me to this day.

Moving to the Legal Team

After finishing my studies, I finally took the step I had been working toward during my training: moving to the Legal Team as a Legal Consultant.

For me, this was a major milestone.

At the same time, the move meant stepping out of my comfort zone once again. My daily routine changed significantly, and I took on responsibilities that I would have barely felt capable of when I first started at Nexus.

A good example of this is in-depth consultations with clients. Today, I lead consultations that sometimes last an hour or more – and they are among the tasks I truly enjoy.

When I started in 2023, I couldn't have imagined leading such conversations on my own, nor would I have expected to experience so many different roles and changes within three years.

No two days are the same

What I particularly appreciate about my current role is the variety.

As a Legal Consultant, I deal with a wide range of cases and issues. New legal requirements, new processes, and the individual situations of our clients ensure that the work remains interesting.

Today, I no longer see these changes as something that complicates my daily work. Instead, they are a part of it that allows me to continuously learn new things.

The people make the difference

An important reason why I want to continue my journey at the Nexus Group is the people.

I feel very comfortable in my current team and also value the exchange across the entire group. For me, Nexus is a work environment with great people, where collaboration can also be fun.

At the same time, I have experienced firsthand that professional development doesn't necessarily have to happen within a single function.

My path led from Customer Care through initial leadership tasks to the Legal Team. This allowed me not only to take on additional responsibility but also to change my professional direction within the Nexus Group.

Open to what comes next

If there is one thing I have learned from my first three years at the Nexus Group, it is that not everything can be planned long-term.

New processes emerge, legal requirements change, teams evolve, and suddenly you find yourself taking on tasks you wouldn't have felt ready for just a few months earlier.

That is exactly what I look forward to in the future.

My next goal doesn't necessarily have to be a specific job title. First, I want to continue developing as a Legal Consultant and play an active role in shaping the changes in our field.

And perhaps my path will lead me back into a leadership role at some point.

The fact that I can imagine that today is probably a good example of how much my perspective has changed since my first day on the job.