Merchant Onboarding Executive

Application Deadline: 31 December 2026 Department: Merchant Business Location: KSA Compensation: SR11,000 / month Description 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 Key Responsibilities 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 Skills, Knowledge and Expertise 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