Merchant Onboarding Executive

Description

Key Responsibilities

• Efficiently activate merchants and oversee the backend integration process.
• Evaluate pre-and post-website activities, monitor merchant transactions, and ensure Tabby’s online presence is aligned with brand guidelines.
• Handle daily drop-offs applications by identifying merchants who stall during the legal stage, proactively following up through calls or emails, and guiding them to complete and submit the required documents.
• Manage daily resets applications by working with the Risk team to clarify document issues, communicating requirements to merchants via calls and follow-ups, and ensuring resubmissions.
• Resolve stalled or escalated onboarding cases by coordinating with merchants and internal teams (e.g., Risk or BD) through active outreach and follow-ups to remove blockers and ensure timely activation for our partners
• Own the full merchant onboarding lifecycle, ensuring merchants are correctly configured with the appropriate accesses, settings, and dashboards prior to activation.
• Address merchant concerns, manage churn or inactivity, and help drive improvements in onboarding conversion rates.
• Investigate integration issues, including technical or backend-related errors, and work cross-functionally to implement effective resolutions.
• Maintain and optimize CRM processes while tracking lead progress and performance against daily, weekly, and monthly KPIs.
• Collaborate closely with Business Development and cross-functional teams to improve lead handoff, onboarding workflows, and pipeline conversion.
• Contribute to ongoing process improvements to increase onboarding efficiency, data integrity, and internal collaboration (e.g. CRM hygiene, reporting automation, channel onboarding).
• Ensure responsiveness and quality through adherence to SLAs and NPS targets.
• Take ownership of time-sensitive or escalated application cases (e.g., drop-offs, resets, incomplete legal submissions) by coordinating directly with merchants to resolve blockers and accelerate the onboarding journey. This includes reviewing flagged applications, ensuring required documentation is submitted, and supporting follow-ups in collaboration with internal teams (e.g., Risk, Legal, or BD) to reduce turnaround time.

Skills, Knowledge & Expertise

• Hold a Bachelor's degree in business, sales or related fields, with 1-3 years of experience.
• Possess proficiency in both written and spoken English & Arabic.
• Enjoys analyzing data, communicating, negotiating and problem-solving, with strong organizational and project management skills.
• Preferably have a background in a tech company or a keen interest in web technology, fintech, and e-commerce.
• Ability to work independently and as a part of a team
• Self-driven, a proactive problem solver, and comfortable multitasking in a dynamic environment.
• Adhere to set OKRs & Targets, demonstrating a process-driven and systematic approach to tasks to achieve business goals.

• Great communication skills, both over the phone and via email, with a background in SME merchant success.
• A business - and solution-oriented mindset with a keen attention to detail, systematic, process driven and able to navigate unclear solutions calmly to support our merchants.
• An interest in fintech and e-commerce, with knowledge of the e-commerce system landscape (i.e., Magento, Shopify, API integrations) being a strong plus.

Job Benefits

• We offer flexible working hours and trust you to work enough hours to do your job well at times that suit you and your team.
• A working environment that gives you autonomy and responsibility from day one.
• You should be comfortable with the idea that the quality of your work will influence the shape of your career.
• Participation in the company’s employee stock options program.
• Health Insurance.
• Flexi Perks: A monetary benefit that gives you the freedom to use it as you choose—whether for health and well-being, education and professional development or travel needs!

About Tabby