Job 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 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.
  

• 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
    

• 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
  

• 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
  

Preferred candidate

Years of experience

No experience required

Degree

Bachelor's degree / higher diploma