Onboarding Specialist

1 month ago

London Area, United Kingdom Swap Full time

About Swap

Swap is the e-Commerce OS. We’re a fast-growing, venture-backed tech company dedicated to simplifying e-commerce for our clients. Backed by Cherry Ventures, QED, and industry angels from Klaviyo, Wayflyer, Zalando, and others, we’re poised for significant growth. With offices in London, Amsterdam, and New York, this role is based in London and offers a hybrid work model.


Your Role

As an Onboarding Specialist at Swap, you’ll play a pivotal role in ensuring a smooth onboarding experience for new merchants from sign-up to go-live. You’ll work closely with cross-functional teams like Sales, Product, Tech, and Account Management, providing high-quality support and guidance to help clients successfully integrate with our platform.


Key Responsibilities

  • Merchant Onboarding
  • Guide merchants through the onboarding process, ensuring fast and frictionless integration.
  • Provide hands-on support for new clients, including setup assistance, troubleshooting, and product training.
  • Collaborate with Sales and Account Management to create a seamless transition for merchants from the sales stage to onboarding, then to ongoing account support.


  • Collaboration with Cross-Functional Teams
  • Work closely with Product, Tech, and Account Management to address client needs and ensure a smooth experience.
  • Communicate client feedback to the Product team, supporting continuous platform improvement and feature enhancement.


  • Process Improvement
  • Identify and address any onboarding bottlenecks to improve time-to-live.
  • Contribute to onboarding resources, such as guides and FAQs, to enhance clarity and streamline the process for new clients.


  • Client Success Focus
  • Build strong relationships with new clients, setting a positive foundation for long-term success.
  • Conduct follow-up sessions to ensure clients meet their initial onboarding goals and feel supported.


Qualifications

  • 1-3 years of experience in onboarding, client success, or account management, ideally in e-commerce or SaaS.
  • Strong communication skills, a customer-first mindset, and problem-solving abilities.
  • Ability to manage multiple onboarding projects simultaneously with attention to detail.


Perks and Benefits

  • Opportunity to influence the direction of a high-growth startup.
  • Competitive salary, equity stake, and holiday allowance.
  • Hybrid work model with flexible hours and a company-provided laptop.
  • Work alongside a supportive global team and gain extensive growth opportunities.


Join Us

If you’re passionate about client success and want to thrive in a high-growth environment, we’d love to hear from you

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