Merchant Onboarding Executive

Location: Riyadh, KSA Workplace: onsite 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