About this role
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 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