Tabby
Requirements
Candidates must have a bachelor’s degree and 1–2 years of experience in a customer-facing role such as onboarding or account management. Proficiency in English and Arabic, along with familiarity with Saudi business documentation and e-commerce platforms, is required.
Job Summary
Merchant Onboarding Executive
Application Deadline: 31 December 2026
Department: Merchant Business
Employment Type: Full Time
Location: KSA
Reporting To: Osama Asiri
Compensation: SR11,000 / month
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.
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
Responsibilities
The Merchant Onboarding Executive manages the end-to-end onboarding lifecycle, ensuring merchants are successfully activated and integrated. They collaborate with internal teams to resolve blockers, improve conversion rates, and provide ongoing merchant support.
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To apply for this job please visit tabby.pinpointhq.com.
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