• You deliver exceptional customer support via Zendesk, ensuring every interaction is friendly, professional, and solution-oriented • You support customers with questions related to orders, deliveries, products, returns, and refunds • You take ownership of customer enquiries and resolve them efficiently while maintaining a high level of customer satisfaction • You accurately document customer interactions and ensure excellent service quality • You work with modern AI-powered tools to help deliver efficient, high-quality customer support • You collaborate with cross-functional teams, including Logistics, Operations, Supply Chain, and Quality Management, to ensure the best possible customer experience • You work closely with your Customer Support teammates to continuously improve processes and ways of working • You contribute to Help Centre content and Customer Support improvement projects as you grow in the role

• 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

• Provide professional customer support through phone, email, and other communication channels. • Respond to customer inquiries and resolve account related issues promptly and accurately. • Process invoices, payments, account updates, and financial transactions. • Maintain accurate customer and financial records. • Assist with billing, reconciliation, and payment processing activities. • Collaborate with internal teams to resolve customer and operational matters. • Ensure compliance with company policies and confidentiality standards. • Identify opportunities to improve customer satisfaction and operational efficiency. • Perform additional administrative and operational duties as needed.

• Creating and delivering our global Customer Experience strategy. • Leading and developing a team of Customer Experience Managers and Team Leaders across multiple regions. • Driving the shift from reactive support to proactive customer enablement. • Championing the Voice of the Customer and turning insight into action. • Partnering with Sales, Marketing, Product, Finance and Customer Success to deliver seamless customer journeys. • Leveraging AI, automation and technology to improve experience, efficiency and commercial outcomes. • Embedding a culture of accountability, innovation and continuous improvement. • Ensuring customer experience directly contributes to retention, revenue growth and customer advocacy.