Onboarding Manager

7 days ago

Greater London, United Kingdom Swap Full time

Join to apply for the Onboarding Manager role at Swap About Swap Swap is a leading software provider dedicated to empowering e‑commerce brands with innovative, data‑driven solutions. Our cutting‑edge platform helps online retailers optimise their operations, enhance customer experiences, and drive growth. We are committed to fostering a collaborative and inclusive work environment where creativity and innovation thrive. About The Role As an Onboarding Manager at Swap, you will play a pivotal role in ensuring the seamless and timely onboarding of new merchants to our platform. This is a critical position responsible for overseeing the entire onboarding process, from the moment a merchant signs up to their successful go‑live. You will directly lead onboarding sessions for new merchants, ensuring a high‑touch, personalized experience and acting as a bridge between our product, tech, and client‑facing teams. This is a hybrid role based in New York, with three in‑office days per week. Key Responsibilities Merchant Onboarding Management: Own the end‑to‑end onboarding process, ensuring new merchants are integrated quickly and smoothly. Provide high‑touch, tailored support for strategic clients, set clear expectations, and manage transitions across teams while resolving any onboarding issues. Cross‑functional Collaboration: Work closely with Sales, Account Management, and Customer Success to deliver a seamless merchant experience. Partner with Product and Tech to resolve issues and share feedback that drives platform improvements. Process Improvement: Identify and eliminate onboarding bottlenecks to reduce time‑to‑launch. Continuously improve training materials and track key metrics to refine the process and enhance merchant outcomes. Client Success Focus: Build strong relationships with new merchants, ensuring they’re set up for success from day one. Lead onboarding reviews and follow‑ups to confirm goals are met and long‑term satisfaction is supported. Qualifications 3–5 years of experience in onboarding, client success, or account management, ideally in an e‑commerce or SaaS environment. Experience handling multiple client onboarding projects simultaneously. Experience working directly with large, high‑profile clients in a customer‑facing role. Strong communication and relationship‑building skills with a customer‑first mindset. Exceptional problem‑solving abilities and attention to detail. Ability to work in a fast‑paced, high‑growth environment with tight deadlines. Familiarity with project management tools and processes to manage timelines and workflows effectively. Desired: Knowledge of Shopify and/or logistics operations. Strong technical aptitude (but not developer‑level). Benefits Competitive base salary Stock options in a high‑growth startup Private Health Insurance 401k 2% match Dental and Vision 20 days annual leave #J-18808-Ljbffr

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