Merchant Onboarding Executive

As a Merchant Onboarding Executive, you will play a key role in onboarding SME merchants across dynamic markets. You will own the end-to-end merchant onboarding journey, ensuring merchants are successfully activated, technically integrated, and fully configured before going live.

You will work closely with merchants and internal stakeholders - including Business Development, Risk, Legal, and Product teams - to resolve onboarding blockers, improve conversion rates, and deliver excellent merchant experience. Your focus will be on operational excellence, merchant success, and driving sustainable business growth

Merchant Onboarding & Activation

• Own the full merchant onboarding lifecycle from application to activation.
• Activate merchants and oversee backend integration processes.
• Ensure merchants are properly configured with the correct access, settings, and dashboards prior to activation.
• Guide merchants through Tabby's onboarding process and provide support throughout their journey.

Merchant Support & Case Management

• Resolve stalled, escalated, or time-sensitive onboarding cases.
• Handle daily drop-off applications by:
• Identifying merchants who stopped during the legal stage.
• Following up via phone and email.
• Assisting merchants in completing and submitting required documentation.
• Manage daily reset applications by:
• Working with the Risk team to identify document issues.
• Communicating required corrections to merchants.
• Following up until successful resubmission.
• Address merchant concerns, inactivity, and churn to improve onboarding conversion.

Cross-functional Collaboration

• Coordinate with Risk, Legal, Business Development, Product, and other internal teams to remove onboarding blockers.
• Collaborate with Business Development to improve lead handoff and onboarding workflows.
• Support internal teams in accelerating merchant activation.

Technical & Operational Support

• Investigate integration issues, including backend and technical errors.
• Work cross-functionally to implement effective solutions.
• Support merchants with e-commerce integrations where required.

CRM & Performance Management

• Maintain accurate CRM records and ensure CRM hygiene.
• Track merchant progress throughout the onboarding funnel.
• Monitor and report against daily, weekly, and monthly KPIs.
• Ensure adherence to SLAs and NPS targets.

Process Improvement

• Evaluate pre- and post-website onboarding activities.
• Monitor merchant transactions and ensure Tabby's online presence aligns with brand guidelines.
• Contribute to process improvements that increase:
• Onboarding efficiency
• Data integrity
• Reporting automation
• Cross-functional collaboration
• Pipeline convers…

Requirements

• Good spoken and written English and Arabic
• Bachelor's degree, or equivalent experience
• 1-2 years in a customer-facing role (onboarding, customer success, account management, sales or merchant support)
• Comfortable making a high volume of calls every day and following up without being chased
• Basic Excel / Google Sheets

Preferred

• Experience with a CRM (Zoho, HubSpot, SAP or similar)
• Experience in fintech, payments, BNPL or e-commerce
• Familiar with Saudi business documents (CR, VAT certificate, IBAN letter, national address)
• Familiar with e-commerce platforms like Salla, Zid, or Shopify
• Experience working against KPIs and SLAs