Merchant Onboarding Executive

About the Role

Tabby | تابي is seeking a Merchant Onboarding Executive to join their team in Riyadh, Saudi Arabia. This full-time position is ideal for candidates with 0-1 years of experience, offering a salary of SR11,000 per month. The role involves managing the end-to-end onboarding journey for SME merchants, ensuring successful activation, technical integration, and full configuration before merchants go live.

Key Responsibilities

• Own the full merchant onboarding lifecycle, from application to activation, including backend integration processes.
• Ensure merchants are properly configured with 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, and assisting with documentation.
• Manage daily reset applications by working with the Risk team to identify document issues, communicating corrections, and 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 and improve lead handoff workflows.
• Investigate integration issues, including backend and technical errors, and implement effective solutions.
• Support merchants with e-commerce integrations where required.

CRM and 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 Contributions

• 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 enhance onboarding efficiency, data integrity, reporting automation, cross-functional collaboration, and pipeline conversion.

Required Qualifications

• 1–2 years of experience in a customer-facing role such as onboarding, customer success, account management, sales, or merchant support.
• Comfortable making a high volume of calls daily and proactive in follow-up.
• Basic proficiency in Excel or Google Sheets.

Work Environment

This role involves close collaboration with merchants and various internal stakeholders, including Business Development, Risk, Legal, and Product teams, to resolve onboarding blockers and improve conversion rates. The focus is on operational excellence, merchant success, and driving sustainable business growth within a dynamic market environment.