Merchant Onboarding Executives

Department: Operations

Employment Type: Full Time

Location: KSA

Reporting To: Najla Al-Tuwaiyan

Description

Key Responsibilities

• 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.

• 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.

• 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.

• Investigate integration issues, including backend and technical errors.
• Work cross-functionally to implement effective solutions.
• Support merchants with e-commerce integrations where required.

• 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.

• 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

• 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).

• 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.

• 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.