Merchant Operations Lead

Jumpstart commerce sdn bhd; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Jumpstart commerce sdn bhd is seeking a Merchant Operations Lead to own the smooth running of every merchant engagement. You will ensure hand-offs between delivery teams are clean and issues are resolved quickly, keeping merchants supported and unblocked.

In this role, you will coordinate across teams, monitor work status, set service standards, and drive continuous improvement by addressing root causes. You thrive in a fast-moving, tech-forward environment with strong organizational skills and

Qualifications

• 3-5+ years in operations, client operations, or account/delivery coordination in agency, SaaS, or e-commerce environments.

Responsibilities

• Keep delivery moving across every merchant account—coordinate work between teams so hand-offs are clean and nothing sits waiting.
• Own the operational rhythm: know the status of every active piece of work and drive it to completion.
• Set and hold service standards for turnaround and quality across the team.
• Identify recurring problems and fix them at the source to improve efficiency over time.
• Act as a dependable point of contact when a merchant needs help or something needs resolving.
• Manage the moment—set expectations, follow through, and ensure merchants feel supported.
• Turn learnings from merchants into improvements the wider team can act on.
• Spot friction in how work runs and propose how to remove it.
• Help design and refine processes to scale without losing quality.

Skills

Operations experience

Client operations

Account coordination

Delivery coordination

Job description

As we scale, we need someone who owns the smooth running of everything we deliver to our merchants. The Merchant Operations Lead keeps work flowing across our delivery teams, makes sure nothing stalls between hand-offs, and steps in to keep merchants supported and unblocked. This is the person who makes the operation run — quietly, reliably, and without things falling through the cracks.

Key responsibilities

• Keep delivery moving across every merchant account — coordinate work between teams so hand-offs are clean and nothing sits waiting
• Own the operational rhythm: know the status of every active piece of work and drive it to completion
• Set and hold service standards for turnaround and quality across the team
• Identify where the same problems keep recurring and fix them at the source, so the operation gets more efficient over time
• Act as a dependable point of contact when a merchant needs help or something needs resolving
• Manage the moment well — set expectations, follow through, and make sure the merchant feels looked after
• Turn what you learn from merchants into improvements the wider team can act on
• Spot friction in how the work actually runs and propose how to remove it
• Help design and refine the processes that let us scale without losing quality

About you

• 3-5+ years in operations, client operations, or account/delivery coordination — ideally in an agency, SaaS, or e-commerce environment
• Highly organised; able to run many moving parts at once without dropping one
• Calm and clear when handling a frustrated client, relentless about follow-through
• A process thinker who fixes root causes, not just symptoms
• Comfortable working in a fast-moving, tech-forward environment
• Bonus: Shopify or e-commerce experience, or having stood up an operations function from scratch