Merchant Operations & Onboarding Executive
HybridManchester, England, United Kingdom
Job Summary
Coordinate merchant onboarding across Payments and Retail Finance platforms, guiding clients through testing, integrations, APIs, and sandbox environments. Act as the primary operational contact for a merchant portfolio, managing support queries via Zendesk, resolving blockers, and re-engaging inactive merchants. Collaborate with Sales, Implementation, and Merchant Success teams to support successful launches and reduce time to value. Maintain Help Centre content, operational playbooks, and onboarding guides while using feedback and support trends to recommend scalable improvements. Improve processes through automation and AI initiatives. Work hybrid in Manchester (2-3 days onsite) with up to 120 days remote work annually.
Required Qualifications
- Demonstratable experience in operations, onboarding, implementation or support within fintech, payments, SaaS or financial services
- Strong communication and organisational skills
- The ability to explain technical information clearly and manage multiple priorities
- Experience using tools such as Zendesk, Jira or Confluence
- Confidence using data and feedback to identify improvements
- A curious, proactive approach and an interest in AI, automation and operational excellence
- A collaborative style and confidence working across multiple teams
- You're comfortable with autonomy and can take ownership when needed
- This hybrid role requires you to come to our Manchester office 2-3 days a week
Desired Qualifications
- A curious, proactive approach and an interest in AI, automation and operational excellence
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