Merchant Onboarding Lead: Coordinate Go-Live & Teams

StoreHub; Kuala Lumpur; On-site; MYR 60,000 - 110,000; Full time

Benefits offered by this job

Apple Macbooks

FreeSeason Parking

Fridge and pantry

Medical and Dental

Career growth opportunities

Job summary

StoreHub is seeking a Merchant Onboarding Manager in Malaysia to oversee the full onboarding journey from welcome call to go-live. You will coordinate internal teams and external partners to ensure a smooth, on-time rollout while communicating clearly with merchants throughout the process.

This role focuses on coordination and project management with no sales targets, leveraging tools like Intercom, Salesforce, and the Onboarding Portal to track progress and mitigate risks.

Qualifications

• 1–3 years in project management, customer success, onboarding, implementation, operations or account management.
• Experience in SaaS, software systems, or retail/F&B environments is a plus.
• Strong communication skills with a customer-first mindset.
• Highly organised and capable of managing multiple merchants, timelines, and stakeholders.
• Confident in following up and coordinating across teams and external vendors.
• Logical thinking and solid problem-solving skills.
• 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 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 Malaysia to oversee the full onboarding journey from welcome call to go-live. You will coordinate internal teams and external partners to ensure a smooth, on-time rollout while communicating clearly with merchants throughout the process.

This role focuses on coordination and project management with no sales targets, leveraging tools like Intercom, Salesforce, and the Onboarding Portal to track progress and mitigate risks.