Merchant Onboarding Specialist

What you will be doing

• Own end-to-end activation for a portfolio of merchants, including more complex accounts with higher revenue, multiple stores or channels, or non-standard integrations. Make sure each partner is fully configured with the right access, settings, and dashboards before go-live.
• Act as the escalation point for the team on stalled, high-priority, or time-sensitive cases. Coordinate directly with Risk, Legal, BD, and Product to resolve them within SLA.
• Analyze trends across the pipeline to find root causes, such as recurring issues, unclear requirements, or integration friction. Propose fixes and help implement them with the relevant teams.
• Lead the investigation of technical and backend integration issues across platforms (e.g., Shopify, Magento, WooCommerce, custom API integrations). Work with Tech and Integrations teams to resolve them and document repeatable solutions.
• Monitor post-activation performance, including first transactions, inactivity, and early churn signals. Proactively re-engage merchants who are at risk.
• Ensure Tabby's online presence on merchant websites, before and after go-live, is aligned with brand guidelines. Set the quality standard the team follows.
• Own and continuously improve CRM processes, automations, and data integrity. Act as the team's go-to person for pipeline hygiene and reporting accuracy.
• Lead or contribute to cross-functional improvement initiatives, such as leading projects with BD and Scoring, and onboarding workflow.
• Support Merchant Onboarding Executives through case guidance, quality reviews, and knowledge sharing. Help onboard new joiners and create or maintain playbooks and SOPs.
• Step in to cover workload during peaks or absences so the team keeps delivering against its targets.
• Represent the onboarding team in cross-functional discussions, bringing the merchant's perspective and the team's operational insight into decisions.

• Hold a Bachelor's degree in business, sales, or a related field, with 3–5 years of experience in merchant onboarding, account management, merchant success, or a similar operations role, ideally in fintech, payments, or e-commerce.
• Experienced in Business Development, sales, customer success, or cold calling, with confidence and comfort in outbound outreach and in re-engaging unresponsive merchants.
• Are fully proficient in written and spoken English and Arabic.
• Have a proven track record of hitting or exceeding conversion, SLA, or activation targets.
• Have hands-on experience with CRMs and workflow automations, and enjoy improving how a process runs, not just running it.
• Have a keen interest in e-commerce and are comfortable learning technical topics. Prior integration experience is not required, as full training will be provided.
• Have experience coaching or guiding junior team members, formally or informally.
• Are self-driven and structured, and can prioritize effectively when handling multiple escalations at once.
• Work in an OKR-driven, process-oriented way to deliver on business goals.

To be successful in this role, we believe you will have:

• Excellent communication and stakeholder management skills, with the ability to handle difficult merchant conversations and influence internal teams without direct authority.
• A problem-solving mindset: you look beyond the individual case to the pattern behind it, and you push for the fix.
• Strong attention to detail combined with the judgment to know when to escalate, when to act, and when to change the process.
• Calm ownership in ambiguous situations, and the credibility to be the person others on the team turn to.
• A genuine interest in fintech and e-commerce, and in building an onboarding experience that scales.