Merchant Onboarding Executive

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.

Final date to receive applications: 31 December 2026

Department: Merchant Business

Employment Type: Full Time

Location: KSA

Reporting To: Osama Asiri

Compensation: SR11,000 / month

• 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, Hub Spot, 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