Merchant Operations & Onboarding Executive
ZopaAt Zopa, we’re building smarter, simpler payment and retail finance experiences for businesses and their customers.
We’re scaling quickly, embracing AI and automation, and creating better ways for merchants to onboard, operate and grow. Our culture is open, hands-on and entrepreneurial, with plenty of opportunity to take ownership and make an impact.
We’re looking for a Merchant Operations & Onboarding Executive to help new merchants get live quickly, support an existing portfolio and improve how we deliver merchant operations.
A day in the life:
- Coordinate merchant onboarding across our Payments and Retail Finance platforms.
- Work with Sales, Implementation and Merchant Success to support successful launches.
- Guide merchants through testing, integrations, portals, APIs and sandbox environments.
- Identify onboarding blockers and help reduce time to value.
- Act as the main operational contact for a portfolio of merchants.
- Manage support queries through Zendesk and coordinate complex issues with internal teams.
- Re-engage onboarded merchants that are not yet actively trading.
- Improve onboarding and support processes through automation and AI.
- Maintain Help Centre content, onboarding guides and operational playbooks.
- Use merchant feedback and support trends to recommend scalable improvements.
About you:
- 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
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