NMI

Role Description NMI is looking for a security-driven and self-motivated individual to join the Customer Support team as a fully remote Support Specialist, based in the United States. As a Support Specialist, you will provide ticket-based support to live Affiliates and Partners across a range of NMI products, ensuring a high level of customer service at all times. While the role is primarily ticket-based, occasional phone support may be required. Working hours are aligned to EST or CST. You will have the opportunity to contribute to projects and be a part of the bigger picture here at NMI. - Providing ticket-based support to Affiliates and Partners across NMI's suite of products and services - Working with third parties and acquirers to ensure that customer solutions are compliant and working as intended - Supporting internal colleagues with general queries relating to our products - Updating and creating internal documentation where necessary - Contributing to internal projects that help improve the customer experience Qualifications - A minimum of 1 year working directly with customers in any industry is required, preferably in the payments or FinTech industry, or a role which heavily deals with payments or financial technology - Excellent customer service skills, with empathy, patience, and a positive attitude - Excellent all-round IT knowledge, preferably with experience using a customer ticketing system such as Zendesk - Excellent attention to detail - Proven problem-solving ability - Proactive — shows initiative and creativity in solving issues - Ability to prioritise tickets and workload effectively - Excellent written and verbal communication skills - Organized and able to work without close supervision - Positive, can-do attitude - Familiarity with the payments industry and key concepts such as gateways, processors, and card schemes is preferred Benefits - A remote first culture! - Salary: $20–$24 per hour, depending on experience - Personal growth and advancement opportunities - Flex PTO & dedicated sick time - Health, Dental and Vision Insurance - Life, ADD, Short-term and Long-term Disability insurance - 401k matching up to 4% after two months of service - Flexible Spending Account - Paid Parental Leave - Company volunteer days - Employee referral program - Bonusly colleague recognition

• Deliver ad-hoc and recurring analyses supporting Sales, Business and Technical Operations (Salesforce Admins), Revenue, Sales Enablement, Support, and other internal teams, with minimal supervision • Produce core revenue and customer-lifecycle reporting — including month-to-date, quarter-to-date, and trailing-twelve-month metrics — with validation logic that reconciles outputs against source-of-truth figures • Author complex SQL in BigQuery using multi-CTE pipelines, window functions, user-defined functions, and array aggregation, and build reusable views for data aggregation and downstream consumption • Build and refine segmentation and clustering models in BigQuery ML, including feature engineering, look-alike discovery, and cluster profiling, and operationalize model output into actionable deliverables for go-to-market teams • Size addressable-market and ideal-customer opportunities by identifying accounts whose profile fits specific products, and quantify whitespace and upsell potential to support Sales Enablement and account prioritization • Perform entity resolution across multiple source systems using fuzzy matching, normalization, and confidence scoring, reconciling records across platforms • Develop and maintain Tableau dashboards for key business metrics, and lead migration from legacy datasets and BI tools with documented data lineage, custom measures, and visual mappings • Maintain current knowledge of data sources and ongoing data warehouse developments, adapting models and reporting as schemas and requirements change • Translate ambiguous and evolving requests from a wide range of stakeholders into concrete reporting specifications • Contribute to a culture of data discipline, continuous improvement, and analytical excellence across the Revenue Operations organization

• Own the design, maintenance, and ongoing improvement of NMI’s MySQL database estate, including restructuring database resources to meet performance, redundancy, and reliability goals • Maintain and administer Microsoft SQL Server environments (prior experience not required; willingness to learn is essential) • Manages and monitors all databases across multiple platforms • Contribute to the design and evolution of database architecture • Participate in an on-call rotation for database related incidents • Test, document and continuously improve database performance across the enterprise • Perform incident root cause analysis, identify preventative measures, and participate in blameless post-incident reviews • Collaborate with developers to resolve performance issues and support database-related enhancements • Communicate effectively with technical and non-technical stakeholders across the company

• Lead the evaluation and rollout of self-service and AI tooling strategies that reduce ticket volume and improve customer and agent outcomes • Drive the unification of support operations across NMI's multiple brands into a cohesive, consistent experience • Build the reporting and metrics infrastructure that gives support leadership and the broader business clear visibility into performance, trends, and health of the organization • Establish operational rhythms — cadences, scorecards, and review frameworks — that keep the org organized and moving • Partner with cross-functional teams to execute on initiatives that require alignment across Product, Engineering, and Finance • Own the execution of high-priority initiatives across the support organization, from scoping through delivery, with minimal supervision • Build and implement the self-service and AI tooling strategy for Customer Support, identifying opportunities to reduce friction for customers and improve efficiency for agents • Lead the operational integration of support functions across NMI's brand portfolio, driving consistency in process, tooling, and performance standards • Develop and maintain the reporting framework that tracks KPIs, metrics, and trends — delivering clear, actionable insights to support leadership and cross-functional stakeholders on a regular cadence • Establish and own the operational rhythms of the support org including monthly, quarterly, and annual planning cycles, performance reviews, and OKR tracking • Identify inefficiencies across support operations and drive process improvements and automation that reduce manual work and increase team capacity • Serve as a cross-functional liaison, partnering with Product, Engineering, Finance, and other teams to align on shared priorities and drive execution • Build toward becoming a strategic thought partner to the VP of Support — surfacing problems proactively, developing recommendations, and taking increasing ownership over time • Document SOPs, frameworks, and operational processes to build institutional knowledge and ensure scalability • Contribute to a culture of data discipline, continuous improvement, and operational excellence across the support organization

• Own the international expansion roadmap for Merchant Central, phased by market: Canada first, then UK/EU, then determine what comes next. • Lead the integration of new strategic processors into Merchant Central from end to end—partner with Engineering on API specs, boarding flows, processor-specific configurations, local payment methods, and reconciliation • Research and document market requirements for each new geography: local payment methods, regulatory constraints, currency, language (ex French for Quebec), data residency, and compliance frameworks • Write detailed user stories, acceptance criteria, and bug reports for the delivery team—you own delivery and strategy • Manage the product backlog: groom, prioritize, and sequence work to keep the team moving with clarity on scope and dependencies • Run or actively participate in sprint ceremonies: planning, review, retrospectives; own delivery visibility for your roadmap • Define the go-to-market approach for each market launch: positioning, partner messaging, launch readiness checklist, and sales/channel enablement • Partner with Product Marketing to develop external-facing content and messaging for new geographies—you understand what makes Canada (or the UK) different and you help us say it clearly • Build competitive intelligence for each target market: who are the incumbents, what do ISOs and ISVs expect, and where does NMI have a differentiated angle • Partner with Legal, Compliance, and Finance on local licensing, data privacy (PIPEDA in Canada, GDPR in EU), tax treatment, and operational requirements • Define and track success metrics for each market launch: partner adoption, merchant volume, onboarding completion rates, and product utilization by geo • Use AI tools actively—market research, requirement synthesis, competitive analysis, documentation drafting—and bring that speed to your workflow

• Underwriting policy and execution across the combined portfolio: card merchants, A2A clients, ISO and ISV sub-merchant populations, and high-velocity onboarding programs. • This includes the mass onboarding and underwriting models that must support a step change in boarding velocity over the next two quarters. • Fraud monitoring, transaction monitoring alerts, ACH return-rate performance against NACHA thresholds, chargeback and dispute operations, and the KYC and KYB tooling stack, including vendor strategy across providers such as Verafin, Alloy, Middesk, and Socure alongside the card-side stack. • Reserve methodology and management, including reserve sizing, release decisions, and the financial exposure conversations that come with them. • You are the operating face of risk to our financial institution partners. • That means principal-level credibility with sponsor banks and ODFIs, participation in new banking relationship buildouts, and exam and audit readiness across BSA and AML, OFAC, state money transmission licensing, and network compliance. • You partner with the Compliance function, which sits within Legal, as a peer relationship. • Your first year includes a defining integration project: reconciling two risk frameworks, two underwriting cultures, and two banking arrangements from a recent acquisition into one coherent program. This is a core function of the role and a key measure of success.

• Design, build, and enhance features within FeeNavigator using PHP/Laravel and Vue • Develop efficient database queries and optimize MySQL performance as needed • Own the quality of your work end-to-end through developer-led testing — writing unit, integration, and end-to-end tests, and validating your own changes through to production • Improve the health of a large, established codebase by refactoring complex areas and decomposing high-complexity components into maintainable, well-structured code • Document critical business logic, application workflows, and key architectural decisions • Collaborate with Product Managers to refine requirements and contribute to technical solution design • Participate in code reviews to maintain high engineering standards and share best practices • Work with SRE to ensure software is observable, resilient, secure, and production-ready • Diagnose and resolve incidents, defects, and performance bottlenecks in collaboration with cross-functional teams • Contribute to continuous improvement of development processes, tooling, and engineering practices

• Design, build, and enhance features within FeeNavigator using PHP/Laravel and Vue • Develop efficient database queries and optimize MySQL performance as needed • Own the quality of your work end-to-end through developer-led testing — writing unit, integration, and end-to-end tests, and validating your own changes through to production • Improve the health of a large, established codebase by refactoring complex areas and decomposing high-complexity components into maintainable, well-structured code • Document critical business logic, application workflows, and key architectural decisions • Collaborate with Product Managers to refine requirements and contribute to technical solution design • Participate in code reviews to maintain high engineering standards and share best practices • Work with SRE to ensure software is observable, resilient, secure, and production-ready • Diagnose and resolve incidents, defects, and performance bottlenecks in collaboration with cross-functional teams • Contribute to continuous improvement of development processes, tooling, and engineering practices

• Own the roadmap for your product domain within A2A—maintaining a well-prioritized backlog, a clear rationale for every decision, and a delivery plan that the team can execute against • Define and prioritize features based on partner needs, transaction data, competitive signals, and business impact • Maintain continuity of existing Dwolla customer commitments while contributing to NMI integration milestones — balancing BAU stability with forward progress • Write clear, detailed product requirements and acceptance criteria; run scoping sessions with Engineering that result in shared understanding and no surprises • Lead product discovery: customer interviews, partner feedback sessions, competitive teardowns, and data analysis—then synthesize findings into a point of view • Build a deep understanding of the full A2A payment lifecycle—funds flow, return handling, exception processing, reconciliation, Reg-E obligations—and design products that hold up end-to-end • Partner with Engineering on technical design decisions, flagging tradeoffs and pushing for solutions that are scalable, not just shippable • Define success metrics for every initiative, track them post-launch, and share what you learned with the team • Build awareness of A2A capabilities across internal teams, helping Sales and Partner Success understand when and how to position bank-direct payment solutions • Collaborate with Legal, Compliance, Risk, and Payment Ops to ensure products are compliant and operationally sound before they ship • Support go-to-market: work with product marketing, sales, and customer success to drive adoption of new capabilities • Use AI tools actively in your workflow—discovery synthesis, spec drafting, hypothesis generation, competitive research—and bring that velocity to your team • Represent the product in customer workshops, partner calls, and internal stakeholder reviews with authority and clarity • Contribute to team OKRs; participate in quarterly planning and own your results

• Own the product vision and multi-year roadmap across A2A rails: ACH (standard and same-day), RTP, FedNow, push-to-card, open banking, disbursements, and payouts • Define the business case and go-to-market strategy for each money movement capability with clear revenue targets, margin expectations, and partner adoption metrics • Build and manage a product P&L for the money movement value stream; review quarterly with Finance and report outcomes to CPO • Develop deep understanding of partner and merchant use cases—disbursements, refunds, insurance payouts, earned wage access, B2B transfers, settlement, payroll, and collections—and translate them into a differentiated product strategy • Lead bank, ODFI/RDFI, and payment network relationships (Nacha, The Clearing House, FedNow Service, etc.) in partnership with Business Development • Partner with Engineering leadership on ledger, settlement, reconciliation, and fraud/risk architecture for A2A rails • Define bank account verification strategy—micro-deposits, instant verification, open banking connectivity—and own the partner integration approach • Establish fraud, compliance, risk, and operational frameworks for A2A products in collaboration with Legal, Compliance, Risk, and Payment Ops • Champion A2A capabilities internally and externally, building awareness and advocacy across Sales, Partner Success, and peer product teams to drive cross-functional alignment and surface new use cases • Drive cross-sell and upsell of A2A capabilities into NMI's existing partner base of 6,000+ ISOs and ISVs • Build, manage, and develop a team of PMs and Designers: set OKRs, maintain growth plans, run performance management • Use AI tools actively in your workflow—spec writing, competitive analysis, customer feedback synthesis, discovery acceleration—and set that expectation for your team • Represent A2A externally: customer workshops, sales calls, industry conferences, and written thought leadership • Contribute to NMI product culture: share market insights, mentor PMs across value streams, participate in hiring and onboarding