Merchant Onboarding Coordinator
At a glance
Mid-level Customer Success role at Assistant Launch. Remote, Colombia · full-time.
Pay not stated Customer Success salary
growthroles summary, based on the employer's posting.
What you'll do
- Call new merchants promptly after Sales books onboarding, introduce yourself, and confirm the scheduled time
- Guide merchants through the Green Tier paperwork and secure upload portal, then chase missing files before their calls
- Review documents for basic inconsistencies and alert the onboarding manager when an issue could change the plan
- Recover missed onboarding calls, arrange new times, and return merchants who do not respond to Sales
- Book and confirm integration calls, update GoHighLevel records each day, and share pipeline status each morning
What you bring
- You communicate clearly in spoken and written English, with concise, accurate messages
- You can work through five p.m. Pacific to contact merchants on the U.S. West Coast
- You stay organized across many merchant records and persist with follow-up over several business days
- You spot document mismatches and try a few fixes before escalating, with a suggested next step
Who this fits
This remote role in Colombia suits someone who is comfortable leading with phone outreach and coordinating many merchants across Sales, Onboarding, and Customer Success. You need to be available through five p.m. Pacific; the role also includes daily records, pipeline updates, and follow-up on missed calls.
From the employer
Our client is a Payments and Growth Partner dedicated to supporting ambitious businesses. They facilitate commerce by offering top-tier payment processing, proactive partnership, and growth resources. Their merchants operate in industries often underserved by other processors, and they select us because they value direct, personalized communication with a dedicated representative.
WHAT YOU WILL DO:
- Call each new merchant within 4 business hours of Sales booking their onboarding call, welcome them to AHG Pay, introduce yourself as their point of contact, and confirm the call date and time.
- Confirm merchants received the onboarding emails and can access the secure upload portal, and walk them through the Green Tier document list so they reach approval faster.
- Confirm attendance the day before each onboarding call and reschedule through Cal.com when a merchant isn’t ready.
- Review each scheduled merchant’s outstanding documents every morning and follow up by phone, text, and email until everything is uploaded through the secure portal before the call.
- Communicate with merchants using approved message templates, or write your own messages in AHG Pay’s tone when no template fits.
- Check documents for basic mismatches, such as a legal name that differs between documents, and escalate anything that changes the onboarding plan to the Merchant Onboarding Manager immediately.
- Recover onboarding no-shows with daily outreach by phone, text, and email for 5 business days, rebooking those who reply and returning unresponsive merchants to Sales as freezer leads.
- Congratulate merchants approved by underwriting and book their integration call with Customer Success, confirming beforehand the payment gateway, website platform, and point of contact (including their developer, if any).
- Confirm attendance for integration calls, follow up and rebook cancellations or no-shows, and cancel the call for merchants who qualify for self-integration.
- Update every merchant record in GoHighLevel daily, attend the morning pipeline meeting with a short status report, and make sure no merchant goes more than 2 business days without contact.
TOOLS YOU WILL USE:
GoHighLevel (CRM), the AHG Pay Onboarding Hub and secure upload portal, Cal.com, Microsoft Teams, SharePoint, Outlook, Slack, and Claude. This role does not have access to processor portals
Requirements
WHO YOU ARE:
- Strong English, spoken and written: You speak clearly and write short, correct messages.
- At home on the phone: You pick up the phone first, and merchants enjoy talking to you. You bring energy to every call and can handle a busy business owner who wants to hang up.
- Detailed: You notice when a legal name or an address differs between two documents.
- Organized across many people: You track dozens of merchants and work with Sales, Onboarding, and Customer Success in the same day without dropping anyone.
- Persistent: You follow up on the fifth day as cheerfully as the first.
- A problem solver: You try two or three fixes yourself before you escalate, and you bring a recommendation along with the problem.
- Comfortable with AI tools: You use tools like ChatGPT or Claude in your daily work and want to use more.
- Available for U.S. hours: You can work through 5 PM Pacific to reach West Coast merchants.
Nice to have: experience in payments, finance, or loan or account onboarding; experience with GoHighLevel or another CRM
Benefits
- Fully remote
- Weekly pay
- Paid vacation and holidays
- Health and learning stipends
- Access to AI training and tools
- Clear paths to advancement
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