Merchant Onboarding Executive

About the role

Tabby is looking for a Merchant Onboarding Executive to onboard SME merchants across dynamic markets. You will own the end-to-end onboarding journey, ensuring merchants are activated, technically integrated and configured before going live. You will work closely with Business Development, Risk, Legal and Product teams to resolve blockers, improve conversion rates and deliver a great merchant experience.

Key responsibilities

• Own the full onboarding lifecycle from application to activation, activate merchants and oversee backend integration.
• Ensure merchants are configured with the right access, settings and dashboards, and guide them through the process.
• Resolve stalled, escalated or time-sensitive cases, follow up on drop-off applications by phone and email, and help merchants complete required documents.
• Manage daily reset applications with the Risk team, communicate corrections and follow up until resubmission succeeds.
• Address merchant concerns, inactivity and churn to improve conversion.
• Coordinate with Risk, Legal, Business Development, Product and others to remove blockers and improve lead handoff and workflows.
• Investigate integration and backend issues, support e-commerce integrations, and maintain accurate CRM records.
• Track progress through the onboarding funnel, monitor daily, weekly and monthly KPIs, and adhere to SLAs and NPS targets.
• Evaluate onboarding activities, monitor merchant transactions and contribute to process improvements such as reporting automation and pipeline conversion.

Required profile

• Good spoken and written English and Arabic.
• Bachelor's degree or equivalent experience.
• 1-2 years in a customer-facing role such as onboarding, customer success, account management, sales or merchant support.
• Comfortable making a high volume of calls every day and following up without being chased.
• Experience working against KPIs and SLAs.

Required skills

• Basic Excel / Google Sheets preferred.
• CRM experience (Zoho, HubSpot, SAP or similar).
• Familiarity with Saudi business documents (CR, VAT certificate, IBAN letter, national address).
• Familiarity with e-commerce platforms such as Salla, Zid or Shopify.
• Experience in fintech, payments, BNPL or e-commerce is an advantage.