Merchant Onboarding Manager

Are you driven, results-oriented and a team player

With 17,000 customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail and restaurant businesses the technology and services they need to succeed.

At StoreHub, we believe that technology is essential for businesses to survive and thrive in today's fast-changing world. We also believe that equal access to technology is a fundamental right. That's why we're committed to bridging this gap and making technology accessible to all, regardless of their background. By focusing on serving needs, not just profit, we level the playing field for those who have been marginalized. Our customers trust us with the success of their businesses, and we play to win by enabling everyone to build successful businesses.

We model ourselves on a pro-sports team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.

On a team like this, you learn the most, perform your best work, improve the fastest, and feel most fulfilled professionally.

If this is a journey you'd like to embark on, keep reading!

As a Merchant Onboarding Manager, you manage the full onboarding journey for new merchants after they sign up. Your role is to organise, coordinate, and drive onboarding to completion ensuring merchants go live smoothly, on time, and with clarity.

You do not perform technical setup, hardware installation, or training yourself. These are handled by trainers, onboarding specialists, and partners. Your responsibility is to plan the onboarding flow, track progress, coordinate teams, and keep merchants informed throughout the journey.

This is a coordination and project management role with no sales or cold-calling targets.

What you will do:

• Own the onboarding process from welcome call through go-live and early follow-up
• Run onboarding calls to understand how merchants operate, what they purchased, and align on expectations and timelines
• Build and manage onboarding plans covering system setup, data preparation, hardware, training, integrations, and dependencies
• Act as the main point of contact for merchants during onboarding, ensuring clear communication and timely updates
• Coordinate closely with internal teams and vendors, including trainers, onboarding specialists, coordinators, support, product, sales, finance, and hardware partners
• Track onboarding progress using tools such as Intercom, Salesforce, and the Onboarding Portal
• Identify risks or delays early and follow up with the right stakeholders to keep onboarding on track
• Manage multiple merchants at different onboarding stages at the same time, from simple setups to more complex cases
• Monitor onboarding outcomes such as go-live timelines, onboarding CSAT, and early usage
• Share recurring issues and improvement ideas to help refine onboarding processes and workflows

What you'll need to have:

• 1 to 3 years of experience in project management, customer success, onboarding, implementation, operations, or account management roles
• Experience in SaaS, software systems, or retail/F&B environments is a plus
• Strong communication skills with a customer-first mindset
• Highly organised and comfortable managing multiple merchants, timelines, and stakeholders
• Confident in following up and coordinating across teams and external vendors
• Logical thinking and solid problem-solving skills
• Calm, proactive, and responsible in a fast-paced environment
• Good command of English and/or Bahasa Malaysia / Mandarin
• Comfortable using Google Workspace and basic Excel

What makes working at StoreHub awesome (and refreshing!):

• Our people - for real! StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.
• Culture of Candour.We embrace directness, hate bureaucracy, and move fast. If you're tired of corporate nonsense you'll feel right at home.
• Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to many different tools we use that support everyday tasks, so that we can focus our minds on the kind of work that matters.
• Impact not just effort. We recognize that results are not tied to the number of hours worked. There's no reward for long hours with poor results and no penalty for leaving on time if your work is excellent. To be great, most of us have to put in considerable effort, but we don't measure contribution by hard work or long hours.

CHANGE. Our core values are super important to us. The more you resonate with them, the more you'll find yourself a good fit.

• Communicate for Clarity
• Humble and Hungry
• Authentic but not an *sshole
• Nimble and Quick
• Growth Mindset
• Efficiency and Excellence

We do have all the other cool perks too:

• Apple Macbooks for everyone
• Free Season Parking
• Fully stocked fridge and pantry - Coffee, snacks, and more yums
• Cutting edge tools. If something can be automated, we'll make it happen
• Medical and Dental Outpatient Visits + Medical Insurance
• Opportunities for career growth and continuous learning

We are an equal-opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.