Merchant Onboarding Executive

Tabby; Riyadh; On-site; SAR 112,000 - 134,000; Full time

Job summary

Tabby is seeking a Merchant Onboarding Executive in KSA to own the end‑to‑end merchant onboarding journey for SME merchants. You will drive activation, backend integrations, and configuration before live status, coordinating with Business Development, Risk, Legal, and Product teams to remove blockers and improve conversion.

You will monitor onboarding performance, maintain CRM hygiene, and support cross‑functional teams to accelerate activation while meeting SLAs and NPS targets.

Qualifications

• English and Arabic fluency required for written and spoken communication.
• Bachelor’s degree or equivalent experience.
• 1–2 years in a customer-facing role (onboarding, customer success, account management, sales or merchant support).
• Comfortable making a high volume of calls daily and following up without being chased.
• Basic Excel / Google Sheets skills.

Responsibilities

• Own the full merchant onboarding lifecycle from application to activation.
• Activate merchants and oversee backend integration processes.
• Ensure merchants are properly configured with 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.
• Identify and follow up with merchants at legal stage to ensure completion of required documentation.
• Work with Risk to identify document issues and communicate corrections to merchants.
• Monitor onboarding KPIs and ensure adherence to SLAs and NPS targets.

Skills

English

Arabic

Education

Bachelor's degree

Tools

Zoho CRM

HubSpot

SAP

Excel

Google Sheets

Job description

Merchant Onboarding Executive

Application Deadline: 31 December 2026

Department: Merchant Business

Employment Type: Full Time

Location: KSA

Reporting To: Osama Asiri

Compensation: SR11,000 / month

Description

As a Merchant Onboarding Executive, you will play a key role in onboarding SME merchants across dynamic markets. You will own the end-to-end merchant onboarding journey, ensuring merchants are successfully activated, technically integrated, and fully configured before going live.

You will work closely with merchants and internal stakeholders — including Business Development, Risk, Legal, and Product teams — to resolve onboarding blockers, improve conversion rates, and deliver excellent merchant experience. Your focus will be on operational excellence, merchant success, and driving sustainable business growth

Key Responsibilities

Merchant Onboarding & Activation

• Own the full merchant onboarding lifecycle from application to activation.
• Activate merchants and oversee backend integration processes.
• Ensure merchants are properly configured with the correct access, settings, and dashboards prior to activation.
• Guide merchants through Tabby's onboarding process and provide support throughout their journey.

Merchant Support & Case Management

• 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.
  • Assisting merchants in completing and submitting required documentation.
• Manage daily reset applications by:
  • Working with the Risk team to identify document issues.
  • Communicating required corrections to merchants.
  • Following up until successful resubmission.
• Address merchant concerns, inactivity, and churn to improve onboarding conversion.

Cross-functional Collaboration

• Coordinate with Risk, Legal, Business Development, Product, and other internal teams to remove onboarding blockers.
• Collaborate with Business Development to improve lead handoff and onboarding workflows.
• Support internal teams in accelerating merchant activation.

Technical & Operational Support

• Investigate integration issues, including backend and technical errors.
• Work cross-functionally to implement effective solutions.
• Support merchants with e-commerce integrations where required.

CRM & 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

• 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 increase:
  • Onboarding efficiency
  • Data integrity
  • Reporting automation
  • Cross-functional collaboration
  • Pipeline conversion

Skills, Knowledge and Expertise

Requirements

• Good spoken and written English and Arabic
• Bachelor’s degree, or equivalent experience
• 1–2 years in a customer-facing role (onboarding, customer success, account management, sales or merchant support)
• Comfortable making a high volume of calls every day and following up without being chased
• Basic Excel / Google Sheets

Preferred

• Experience with a CRM (Zoho, HubSpot, SAP or similar)
• Experience in fintech, payments, BNPL or e-commerce
• Familiar with Saudi business documents (CR, VAT certificate, IBAN letter, national address)
• Familiar with e-commerce platforms like Salla, Zid, or Shopify
• Experience working against KPIs and SLAs