Onboarding Manager

卷慰; New York (NY); Hybrid; USD 70,000 - 90,000; Full time

Job summary

A leading software provider, Swap, is looking for an Onboarding Manager to streamline the integration of new e-commerce merchants onto their platform. This hybrid role in New York requires strong client management skills, a customer-first mindset, and experience in onboarding or account management. You will enhance the onboarding process, ensure client satisfaction, and collaborate with various teams to drive improvements.

Benefits

Equity stake in Swap

Competitive salary

Hybrid working model

Flexible working hours

Competitive holiday allowance

Qualifications

• 3–5 years in onboarding, client success, or account management in e-commerce/SaaS.
• Experience with multiple client onboarding projects simultaneously.
• Strong technical aptitude, but not developer-level.

Responsibilities

• Own the end-to-end onboarding process for new merchants.
• Collaborate with Sales and Customer Success teams for seamless client experience.
• Improve onboarding processes to enhance merchant outcomes.

Skills

Communication

Relationship Building

Problem Solving

Attention to Detail

Project Management

Tools

Project Management tools

Shopify

Job description

Say hello to the ecommerce OS.

Swap is a leading software provider dedicated to empowering e-commerce brands with innovative, data-driven solutions. Our cutting-edge platform helps online retailers optimise their operations, enhance customer experiences, and drive growth. We are committed to fostering a collaborative and inclusive work environment where creativity and innovation thrive.

Onboarding Manager

Location:New York (Hybrid)

About Swap

Swap is a leading software provider dedicated to empowering e-commerce brands with innovative, data-driven solutions. Our cutting-edge platform helps online retailers optimise their operations, enhance customer experiences, and drive growth. We are committed to fostering a collaborative and inclusive work environment where creativity and innovation thrive.

Your Role

As an Onboarding Manager at Swap, you will play a pivotal role in ensuring the seamless and timely onboarding of new merchants to our platform. This is a critical position responsible for overseeing the entire onboarding process, from the moment a merchant signs up to their successful go-live. You will directly lead onboarding sessions for new merchants, ensuring a high-touch, personalized experience and acting as a bridge between our product, tech, and client-facing teams.

This is a hybrid role based in New York, with three in-office days per week.

Key Responsibilities

• Merchant Onboarding Management:Own the end-to-end onboarding process, ensuring new merchants are integrated quickly and smoothly. Provide high-touch, tailored support for strategic clients, set clear expectations, and manage transitions across teams while resolving any onboarding issues.
• Cross-functional Collaboration:Work closely with Sales, Account Management, and Customer Success to deliver a seamless merchant experience. Partner with Product and Tech to resolve issues and share feedback that drives platform improvements..
• Process Improvement:Identify and eliminate onboarding bottlenecks to reduce time-to-launch. Continuously improve training materials and track key metrics to refine the process and enhance merchant outcomes.
• Client Success Focus:Build strong relationships with new merchants, ensuring they’re set up for success from day one. Lead onboarding reviews and follow-ups to confirm goals are met and long-term satisfaction is supported.

Qualifications

• 3–5 years of experience in onboarding, client success, or account management, ideally in an e-commerce or SaaS environment.
• Experience handling multiple client onboarding projects simultaneously.
• Experience working directly with large, high-profile clients in a customer-facing role.
• Strong communication and relationship-building skills with a customer-first mindset.
• Exceptional problem-solving abilities and attention to detail.
• Ability to work in a fast-paced, high-growth environment with tight deadlines.
• Familiarity with project management tools and processes to manage timelines and workflows effectively.
• Desired: Knowledge of Shopify and/or logistics operations.
• Strong technical aptitude (but not developer-level).

Perks and Benefits

• Opportunity to shape the direction of a rapidly growing startup.
• Collaborative and inclusive work environment.
• Equity stake in Swap.
• Competitive salary.
• Hybrid working model with a Mac or PC company laptop.
• Competitive holiday allowance (plus public holidays).
• Flexible working hours.
• Accelerate your learning potential working at a high-growth startup.
• The opportunity to work with a stellar global team.