Merchant Onboarding Manager

Department: Business Development - Sales

Employment Type: Full Time

Location: Egypt

Reporting To: Khaled Waleed

Description

Key Responsibilities

• Lead and support the onboarding team in activating merchants and managing backend setup and configurations.
• Own and refine onboarding processes to ensure speed, accuracy, and consistency across all touchpoints.
• Conduct daily audits on work quality, pipeline progress, and CRM hygiene, ensuring resets, drop-offs, and pending items are addressed.
• Oversee follow-ups on dropped-off and reset applications, ensuring timely merchant communication and documentation submission.
• Provide regular coaching and training to team members to improve communication, call quality, and overall merchant handling.
• Monitor and maintain a clean, active onboarding pipeline across the team, ensuring transparency and progress tracking.
• Track team and individual KPIs, generate reports, and surface insights to improve performance and remove bottlenecks.
• Create and manage internal onboarding dashboards to monitor progress, flag issues, and guide decision-making.
• Develop and maintain onboarding playbooks, checklists, and SOPs to ensure standardized processes and quality control.
• Collaborate cross-functionally (with Risk, Legal, BD, Product) to improve workflows, troubleshoot issues, and implement system/process improvements.
• Lead the rollout of new tools, policies, system enhancements, or pilot programs relevant to the onboarding flow.
• Support escalated or complex cases, ensuring fast and effective resolution while maintaining merchant satisfaction.
• Drive continuous improvement by identifying process gaps and proposing scalable solutions.

Skills, Knowledge & Expertise

• 3–4 years of experience in onboarding, operations, account management, or customer success, with proven team leadership.
• Strong experience in managing performance metrics, QA, reporting dashboards, or CRM systems.
• Skilled in process development, playbook creation, and operational scaling.
• Highly organized and detail-oriented, with strong project and time management skills.
• Excellent written and verbal communication in English & Arabic
• Comfortable leading change — from policy rollouts to system implementations or pilot launches.
• Team-oriented with a proactive problem-solving mindset and a passion for improving merchant experience.
• A background or strong interest in fintech, SaaS, or e-commerce is a plus.
  
  

• 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!