Merchant Onboarding Specialist

What you will be doing

• Own end-to-end activation for a portfolio of merchants, including more complex accounts with higher revenue, multiple stores or channels, or non-standard integrations. Make sure each partner is fully configured with the right access, settings, and dashboards before go-live.
• Act as the escalation point for the team on stalled, high-priority, or time-sensitive cases. Coordinate directly with Risk, Legal, BD, and Product to resolve them within SLA.
• Analyze trends across the pipeline to find root causes, such as recurring issues, unclear requirements, or integration friction. Propose fixes and help implement them with the relevant teams.
• Lead the investigation of technical and backend integration issues across platforms (e.g., Shopify, Magento, WooCommerce, custom API integrations). Work with Tech and Integrations teams to resolve them and document repeatable solutions.
• Monitor post-activation performance, including first transactions, inactivity, and early churn signals. Proactively re-engage merchants who are at risk.
• Ensure Tabby's online presence on merchant websites, before and after go-live, is aligned with brand guidelines. Set the quality standard the team follows.
• Own and continuously improve CRM processes, automations, and data integrity. Act as the team's go-to person for pipeline hygiene and reporting accuracy.
• Lead or contribute to cross-functional improvement initiatives, such as leading projects with BD and Scoring, and onboarding workflow.
• Support Merchant Onboarding Executives through case guidance, quality reviews, and knowledge sharing. Help onboard new joiners and create or maintain playbooks and SOPs.
• Step in to cover workload during peaks or absences so the team keeps delivering against its targets.
• Represent the onboarding team in cross-functional discussions, bringing the merchant's perspective and the team's operational insight into decisions.