Merchant Onboarding Executive
On-site Riyadh Full-time Mid-level Customer Success
At a glance
Mid-level Customer Success role at Tabby. Riyadh · full-time.
Pay not stated Customer Success salary
RoleCustomer Success
SeniorityMid-level
LocationRiyadh
WorkplaceOn-site
EmploymentFull-time
PostedNov 3, 2026
Role brief
growthroles summary, based on the employer's posting.
What you'll do
- Guide merchants from application through activation, completing setup and backend integration before they go live
- Follow up by phone and email on incomplete legal applications, and help merchants submit the required documents
- Work with Risk to resolve document problems, explain corrections to merchants and track cases through resubmission
- Investigate integration errors and coordinate with internal teams to clear blockers and improve merchant activation
- Track onboarding progress in the CRM, report KPI results and meet SLA and NPS targets
What you bring
- You speak and write English and Arabic well, and have a bachelor’s degree or equivalent experience
- You have one to two years in customer-facing work such as onboarding, account management or another listed area
- You can make many calls each day, follow up proactively and use Excel or Google Sheets at a basic level
Who this fits
This mid-level role suits someone comfortable with frequent merchant calls, document follow-up and coordinating with internal teams. The position is onsite in Riyadh.
From the employer
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
Merchant Onboarding & Activation
Merchant Support & Case Management
Cross-functional Collaboration
Technical & Operational Support
CRM & Performance Management
Process Improvement
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
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.
- Identifying merchants who stopped during the legal stage.
- Manage daily reset applications by:
- Working with the Risk team to identify document issues.
- Communicating required corrections to merchants.
- Following up until successful resubmission.
- Working with the Risk team to identify document issues.
- 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
- Onboarding efficiency
- 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
- 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
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