Merchant Onboarding Executives

Merchant Onboarding Executives

Department: Operations

Employment Type: Full Time

Location: KSA

Reporting To: Najla Al-Tuwaiyan

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 an 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 & Expertise

Qualifications

• Bachelor's degree in Business, Sales, or a related field.
• 1-3 years of relevant professional experience.
• Fluent in both Arabic and English (written and spoken).

Skills & Experience Required

• Strong communication skills via phone and email.
• Excellent organizational and project management skills.
• Strong analytical and problem-solving abilities.
• Ability to negotiate and build relationships with merchants.
• Process-driven with strong attention to detail.
• Ability to work independently and collaboratively.
• Comfortable managing multiple priorities in a fast-paced environment.
• Self-motivated and proactive.
• Able to work toward defined OKRs and performance targets.

Preferred

• Experience in a technology, fintech, or e-commerce company.
• Experience supporting SME merchants.
• Interest in fintech and digital commerce.
• Knowledge of e-commerce platforms such as Shopify and Magento.
• Familiarity with API integrations and online payment ecosystems.