Support Specialist (Remote, UK)

School Result; United Kingdom; Remote; GBP 24,000 - 26,000; Full time

Benefits offered by this job

Annual bonus

Remote-first culture

25 days holiday

Private medical insurance

Training budget

Employee assistance programme

Maternity/paternity pay

Wellbeing support

Discounts

LifeWorks

Job summary

NMI is hiring a UK-based remote support specialist to handle customer tickets and calls about its payments products, and to onboard new customers. You will train customers on onboarding and reporting tools, support colleagues with product questions, and contribute to knowledge base and internal processes while ensuring compliant customer setups with acquirers and partner teams.

The role offers a remote-first environment within the UK, with 35 hours per week, and a discretionary annual bonus

Qualifications

• Essential: experience in payments or fintech industry.
• Strong customer service with excellent written and spoken communication.
• Excellent IT knowledge and attention to detail.
• Ability to handle complex data sets and prioritise a ticket queue.
• Experience with a customer ticketing system or IT helpdesk preferred.

Responsibilities

• Support customers on NMI's software products through online tickets and phone.
• Onboard new and existing customer accounts and train customers on onboarding and reporting tools.
• Help internal colleagues with product questions.
• Write and update Knowledge Garden and internal process documents.
• Work with acquirers and other teams to keep customer set-ups compliant.

Skills

Customer service

IT knowledge

Problem solving

Data handling

Payments/fintech experience

Tools

Ticketing system

Job description

Every time someone taps a card at a small business's checkout, a stack of software is quietly moving the money, and when something in that stack breaks, a support specialist is the person who fixes it. NMI, a payments technology company, is hiring one for its UK-based remote support team: someone who will answer customer tickets and calls about its payment products and also guide new customers through onboarding.

NMI describes itself as a payments platform that lets software companies and sales professionals offer payments to their own clients without building that expertise in-house. Its careers listing is on the company's own Greenhouse application board, and the company is backed by the private equity firm Francisco Partners, which lists NMI among its portfolio companies. This is an established fintech employer, not an anonymous advert.

Read Before You Apply

The advert gives two different salary ranges. The salary line says £23,500 - £26,000, while the benefits section of the same advert says £25,000 - £27,000. We can't tell which is current, so ask NMI to confirm the figure before you accept an offer.

Payments or fintech experience is listed as essential. The advert also says NMI welcomes people with "slightly out of the ordinary" career paths and invites you to explain yours in the "Additional Info" box. In practice, a customer-support or IT helpdesk background plus a clear account of how you've picked up technical products quickly will go further than leaving that box empty.

It is UK-only. The listing is for remote work within the UK, and the application asks whether you are currently in the UK and authorised to work there. Sponsorship is not mentioned, so assume you need existing right to work.

What You'll Be Doing

• Supporting customers on NMI's software products through online tickets and phone
• Onboarding new and existing customer accounts and training customers on the onboarding and reporting tools
• Helping internal colleagues with product questions
• Writing and updating the Knowledge Garden, NMI's customer-facing help portal, and internal process documents
• Working with acquirers and other teams so customer set-ups stay compliant
• Contributing to internal projects that improve the customer experience, and helping build internal training programmes

Pay, Contract & Location

• Pay: £23,500 - £26,000 per year, depending on experience (the benefits section quotes £25,000 - £27,000, so confirm), plus an annual bonus based on individual and company performance
• Contract type: Full time, 35 hours per week (7 hours a day) with a flexi-time policy
• Location: Remote, within the UK
• 25 days holiday plus bank holidays, rising by one day for each year of service up to 30 days
• Private medical insurance after 30 days' employment
• Remote-first culture and flexi-time
• Enhanced maternity and paternity pay and shared parental leave
• Company training budget for your development
• Employee assistance programme (Lifeworks) with counselling and wellbeing support, plus discounts
• Mental health first aiders
• Employee referral scheme and the Bonusly colleague reward scheme

Requirements

• Strong customer service skills with excellent written and spoken communication
• Excellent all-round IT knowledge and attention to detail
• Proven problem-solving ability and the initiative to work without close supervision
• Ability to handle complex data sets and prioritise a ticket queue
• Experience in the payments or fintech industry (listed as essential)
• Preferred: experience with a customer ticketing system and in an IT helpdesk or support role
• Offers are subject to satisfactory background and financial checks