Merchant Onboarding Executives

Skills, Knowledge & Expertise

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
• Pipeline conversion
• 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

• 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.