• 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.

• Deliver an exceptional customer experience through phone, email, chat, and other communication channels. • Assist customers with product information, order placement, order management, returns, warranties, and general inquiries. • Manage inbound and outbound customer communications in a professional and timely manner. • Maintain accurate customer, order, return, and warranty records through data entry and documentation. • Research and resolve customer concerns, order issues, shipping inquiries, and product-related questions. • Collaborate with internal departments to ensure timely and accurate resolution of customer needs. • Follow company policies, procedures, and service standards. • Demonstrate strong problem-solving skills and sound judgment when resolving customer concerns. • Effectively prioritize workload, manage multiple tasks, and adapt to changing business needs. • Participate in ongoing training and development to maintain product, process, and system knowledge. • Maintain professionalism and confidentiality in all customer and company communications. • Demonstrates reliability, accountability, and consistent attendance.