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 conversion 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