Job Description

Roles & Responsibilities

As a Merchant Onboarding Executive, where you will play a pivotal role in processing SME applications for the dynamic markets of KSA and UAE. Your primary responsibilities will involve guiding merchants through our automated onboarding cycle, facilitating the setup of their online stores, and promoting Tabby's comprehensive financial services. The focus is on maintaining brand consistency, enhancing online visibility, and contributing to sustainable financial growth by fostering robust relationships with Tabby's diverse range of merchants.

What you will be doing

Efficiently activate merchants and oversee the backend integration process.
Evaluate pre-and post-website activities, monitor merchant transactions, and ensure Tabby s online presence is aligned with brand guidelines.
Handle daily drop-offs applications by identifying merchants who stall during the legal stage, proactively following up through calls or emails, and guiding them to complete and submit the required documents.
Manage daily resets applications by working with the Risk team to clarify document issues, communicating requirements to merchants via calls and follow-ups, and ensuring resubmissions.
Resolve stalled or escalated onboarding cases by coordinating with merchants and internal teams (e.g., Risk or BD) through active outreach and follow-ups to remove blockers and ensure timely activation for our partners
Own the full merchant onboarding lifecycle, ensuring merchants are correctly configured with the appropriate accesses, settings, and dashboards prior to activation.
Address merchant concerns, manage churn or inactivity, and help drive improvements in onboarding conversion rates.
Investigate integration issues, including technical or backend-related errors, and work cross-functionally to implement effective resolutions.
Maintain and optimize CRM processes while tracking lead progress and performance against daily, weekly, and monthly KPIs.
Collaborate closely with Business Development and cross-functional teams to improve lead handoff, onboarding workflows, and pipeline conversion.
Contribute to ongoing process improvements to increase onboarding efficiency, data integrity, and internal collaboration (e.g. CRM hygiene, reporting automation, channel onboarding).
Ensure responsiveness and quality through adherence to SLAs and NPS targets.
Take ownership of time-sensitive or escalated application cases (e.g., drop-offs, resets, incomplete legal submissions) by coordinating directly with merchants to resolve blockers and accelerate the onboarding journey. This includes reviewing flagged applications, ensuring required documentation is submitted, and supporting follow-ups in collaboration with internal teams (e.g., Risk, Legal, or BD) to reduce turnaround time.

You should get in touch with us if you:

Hold a Bachelor's degree in business, sales or related fields, with 1-3 years of experience.
Possess proficiency in both written and spoken English & Arabic.
Enjoys analyzing data, communicating, negotiating and problem-solving, with strong organizational and project management skills.
Preferably have a background in a tech company or a keen interest in web technology, fintech, and e-commerce.
Ability to work independently and as a part of a team
Self-driven, a proactive problem solver, and comfortable multitasking in a dynamic environment.
Adhere to set OKRs & Targets, demonstrating a process-driven and systematic approach to tasks to achieve business goals.

In order to be successful in this role, we believe that you will have:

Great communication skills, both over the phone and via email, with a background in SME merchant success.
A business - and solution-oriented mindset with a keen attention to detail, systematic, process driven and able to navigate unclear solutions calmly to support our merchants.
An interest in fintech and e-commerce, with knowledge of the e-commerce system landscape (i.e., Magento, Shopify, API integrations) being a strong plus.

Merchant Onboarding Executive tabby

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