About the Role
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