Merchant Onboarding Lead

StoreHub Sdn Bhd, OneStoreHub Pte Ltd; Kuala Lumpur; On-site; MYR 72,000 - 108,000; Full time

Benefits offered by this job

Apple Macbooks

Free Parking

Fridge & pantry

Cutting edge tools

Medical & dental

Career growth

Job summary

StoreHub is seeking a Merchant Onboarding Manager in Kuala Lumpur to lead the end-to-end onboarding journey for new merchants. You will plan the onboarding flow, track progress, coordinate multiple teams, and keep merchants informed throughout the process.

This role focuses on coordination and project management rather than technical setup, with a strong emphasis on clear communication and timely delivery. You will work with trainers, onboarding specialists, and cross-functional partners to

Qualifications

• 1 to 3 years of experience in project management, customer success, onboarding, implementation, operations, or account management roles.
• Experience in SaaS, software systems, or retail/F&B environments is a plus.
• Strong communication skills with a customer-first mindset.
• Highly organised and comfortable managing multiple merchants, timelines, and stakeholders.
• Confident in following up and coordinating across teams and external vendors.
• Calm, proactive, and responsible in a fast-paced environment.
• Good command of English and/or Bahasa Malaysia / Mandarin.
• Comfortable using Google Workspace and basic Excel.

Responsibilities

• Own the onboarding process from welcome call through go-live and early follow-up.
• Run onboarding calls to understand how merchants operate, what they purchased, and align on expectations and timelines.
• Build and manage onboarding plans covering system setup, data preparation, hardware, training, integrations, and dependencies.
• Act as the main point of contact for merchants during onboarding, ensuring clear communication and timely updates.
• Coordinate closely with internal teams and vendors, including trainers, onboarding specialists, coordinators, support, product, sales, finance, and hardware partners.
• Track onboarding progress using tools such as Intercom, Salesforce, and the Onboarding Portal.
• Identify risks or delays early and follow up with the right stakeholders to keep onboarding on track.
• Manage multiple merchants at different onboarding stages at the same time, from simple setups to more complex cases.
• Monitor onboarding outcomes such as go-live timelines, onboarding CSAT, and early usage.
• Share recurring issues and improvement ideas to help refine onboarding processes and workflows.

Skills

Project management

Customer success

Onboarding

Implementation

Operations

Account management

Tools

Intercom

Salesforce

Onboarding Portal

Google Workspace

Excel

Job description

StoreHub is seeking a Merchant Onboarding Manager in Kuala Lumpur to lead the end-to-end onboarding journey for new merchants. You will plan the onboarding flow, track progress, coordinate multiple teams, and keep merchants informed throughout the process.

This role focuses on coordination and project management rather than technical setup, with a strong emphasis on clear communication and timely delivery. You will work with trainers, onboarding specialists, and cross-functional partners to