Merchant Operations & Onboarding Executive

Zopa; Manchester; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Hybrid work

Dog-friendly office

Job summary

Zopa in Manchester is seeking a Merchant Operations & Onboarding Executive to help new merchants go live quickly, support an existing portfolio and improve how we deliver merchant operations.

You will coordinate onboarding across Payments and Retail Finance, work with Sales, Implementation and Merchant Success, and use data and automation to streamline processes.

Qualifications

• Demonstrable experience in operations, onboarding, implementation or support within fintech, payments, SaaS or financial services.
• Strong communication and organisational skills.
• The ability to explain technical information clearly and manage multiple priorities.
• Experience using tools such as Zendesk, Jira or Confluence.
• Confidence using data and feedback to identify improvements.
• A curious, proactive approach and an interest in AI, automation and operational excellence.
• A collaborative style and confidence working across multiple teams.
• You’re comfortable with autonomy and can take ownership when needed.

Responsibilities

• Coordinate merchant onboarding across our Payments and Retail Finance platforms.
• Work with Sales, Implementation and Merchant Success to support successful launches.
• Guide merchants through testing, integrations, portals, APIs and sandbox environments.
• Identify onboarding blockers and help reduce time to value.
• Act as the main operational contact for a portfolio of merchants.
• Manage support queries through Zendesk and coordinate complex issues with internal teams.
• Re‑engage onboarded merchants that are not yet actively trading.
• Improve onboarding and support processes through automation and AI.
• Maintain Help Centre content, onboarding guides and operational playbooks.
• Use merchant feedback and support trends to recommend scalable improvements.

Skills

Operations experience

Communication

Prioritisation

Autonomy

AI & automation interest

Tools

Zendesk

Jira

Confluence

Job description

At Zopa, we’re building smarter, simpler payment and retail finance experiences for businesses and their customers.

We’re scaling quickly, embracing AI and automation, and creating better ways for merchants to onboard, operate and grow. Our culture is open, hands‑on and entrepreneurial, with plenty of opportunity to take ownership and make an impact.

We’re looking for a Merchant Operations & Onboarding Executive to help new merchants get live quickly, support an existing portfolio and improve how we deliver merchant operations.

Responsibilities

• Coordinate merchant onboarding across our Payments and Retail Finance platforms.
• Work with Sales, Implementation and Merchant Success to support successful launches.
• Guide merchants through testing, integrations, portals, APIs and sandbox environments.
• Identify onboarding blockers and help reduce time to value.
• Act as the main operational contact for a portfolio of merchants.
• Manage support queries through Zendesk and coordinate complex issues with internal teams.
• Re‑engage onboarded merchants that are not yet actively trading.
• Improve onboarding and support processes through automation and AI.
• Maintain Help Centre content, onboarding guides and operational playbooks.
• Use merchant feedback and support trends to recommend scalable improvements.

Qualifications

• Demonstrable experience in operations, onboarding, implementation or support within fintech, payments, SaaS or financial services.
• Strong communication and organisational skills.
• The ability to explain technical information clearly and manage multiple priorities.
• Experience using tools such as Zendesk, Jira or Confluence.
• Confidence using data and feedback to identify improvements.
• A curious, proactive approach and an interest in AI, automation and operational excellence.
• A collaborative style and confidence working across multiple teams.
• You’re comfortable with autonomy and can take ownership when needed.

Flexible Working

At Zopa we value flexible ways of working. We value face‑to‑face collaboration and a good work‑life balance. This hybrid role requires you to come to our Manchester office 2‑3 days a week. (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF) Please note this office is dog friendly so you might see some furry friends about!

You’ll also have the option of working from abroad for up to 120 days a year! But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one. Subject to having the right to work in the country of choice.

Diversity Statement

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.

Our Approach to AI in Interviews

At Zopa, AI isn’t something we’re testing out — it’s part of how we work every day. As a proud partner of Jobs 2030, we’re committed to building AI fluency across our workforce, and we expect Zopians to use AI as part of how they do their jobs.

Because of that, we want to be transparent about how we think about AI use during our hiring process.

Behavioural and competency‑based interviews: we prefer don’t use AI. These conversations are designed to understand you — your experiences, your judgment, and how you’ve approached real situations. An AI‑generated answer can’t tell us that. What it can do is get in the way of us finding out whether we’re the right fit for each other.

Technical interviews: it depends on the role. Some technical stages actively welcome AI use, others don’t. Your Talent Partner will let you know what’s expected at each stage. Where AI is part of the assessment, we’ll be interested not just in the outcome, but in how you used it – the tools you chose, your reasoning, and the decisions you made along the way.