Merchant Onboarding Executive

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