Operations Lead – Merchant Onboarding

Are you an organized, detail-oriented professional with experience in merchant services and operations?

At SpacePointe, we are seeking a dynamic Operations Lead to manage and oversee the end-to-end merchant onboarding process and provide essential sales support for our UK team. This role is critical in ensuring that once a sale is made, the process of setting up and activating the merchant account runs smoothly, efficiently, and in line with our Service Level Agreements (SLAs). You will be responsible for coordinating with processors, the production management team, sales engineering, and customer support, to ensure the seamless setup of merchant accounts on EkiKart, product and menu loading, software testing, and final activation. This is a fast-paced, highly operational role with significant potential for growth as the company expands.

About SpacePointe

SpacePointe is a leading provider of integrated payment solutions designed to help small and medium-sized businesses streamline their operations and enhance their customer experience. Our solution suite integrates payment processing, point-of-sale (POS) systems, and enterprise software, helping businesses unlock their growth potential. With our UK operations expanding, we are seeking an experienced Operations Lead to join our team in Stevenage and take responsibility for the onboarding and activation of new merchants.

Position Overview

As the Operations Lead, you will be responsible for ensuring that each merchant is properly onboarded and activated on the EkiKart platform according to our defined SLAs. This includes everything from setting up merchant accounts with processors to configuring and testing the software, working with customer support to load their products or menus, coordinating the shipping of hardware, and providing ongoing support to ensure the merchant is fully operational. You will work closely with multiple teams, including sales, processors, production management, and customer support, to ensure that merchants experience a seamless and efficient onboarding journey.

Key Responsibilities:

• End-to-End Merchant Onboarding:
• Once a sale is made, take full responsibility for ensuring the onboarding process runs smoothly from start to finish.
• Work closely with sales to gather all necessary merchant information and documentation, ensuring all steps are completed according to our SLAs.
• Set up the merchant’s account with the appropriate payment processors, ensuring all integrations are configured and tested for functionality.
• Configure and set up the merchant account on the EkiKart platform, ensuring it is ready for operational use and tailored to the specific needs of the merchant.
• Work with customer support to load the merchant’s products, menu, or catalog onto the platform, ensuring accurate and efficient data entry.
• Software Configuration and Testing:
• Ensure all configurations, such as payment methods, system settings, and product listings, are completed correctly on EkiKart.
• Test the software and payment processing systems to ensure that they are fully functional, identifying and resolving any issues prior to merchant activation.
• Coordinate with sales engineering and the technical team to troubleshoot any technical issues, working collaboratively to resolve issues quickly and efficiently.
• Hardware Setup and Shipping:
• Manage the shipping process for any necessary hardware (e.g., POS terminals, printers, scanners) to the merchant location, ensuring all hardware is tested and ready for use.
• Coordinate with logistics to ensure timely and secure delivery of hardware and systems to the merchant.
• Support During Activation:
• Once the merchant has received their hardware, provide ongoing support to guide them through the setup process, ensuring the software is operational, payment processing is functional, and they are confident in using the system.
• Act as the primary point of contact for any merchant inquiries or issues during the activation period.
• Collaborate with customer support to address any merchant concerns, ensuring that activation occurs without delays or issues.
• Ongoing Merchant Relationship Management:
• Provide ongoing support to merchants post-activation to ensure they continue to operate smoothly on the EkiKart platform.
• Identify opportunities for upselling additional features or services to merchants as they become more comfortable with the platform.
• Be proactive in identifying any potential problems that could impact the merchant’s experience and resolve them before they escalate.
• Cross-Functional Collaboration:
• Work closely with processors, production management, and sales engineering teams to ensure the efficient flow of information and coordination throughout the onboarding process.
• Collaborate with the sales team to ensure that all merchant expectations are met, offering guidance when needed to ensure a smooth onboarding experience.
• Facilitate communication between departments to ensure that operational issues are addressed quickly and that all stakeholders are aligned on priorities.
• Reporting and Analytics:
• Track and report on key performance indicators (KPIs) related to onboarding, including merchant activation times, successful setup rates, and SLA adherence.
• Provide regular updates to senior leadership on the progress of merchant onboarding, identifying areas for improvement and proposing process changes.
• Analyze data to uncover insights that can drive operational efficiency, customer satisfaction, and merchant retention.
• Process Improvement:
• Continuously review and assess onboarding processes to identify areas of improvement.
• Develop and implement streamlined processes to reduce bottlenecks, increase efficiency, and ensure that all steps are completed according to established SLAs.
• Occasional On-Site Visits:
• When necessary, conduct on-site visits to merchant locations to troubleshoot issues, assist with onboarding, or ensure that the merchant is fully integrated into the EkiKart platform.
• Represent SpacePointe on-site to ensure the merchant has the best experience possible and their needs are met during the activation phase.

Qualifications:

• 3-5 years of experience in the merchant services industry, with a focus on onboarding, account setup, and operational support.
• Experience with POS systems and payment processing platforms is highly preferred, especially with an understanding of integrating and configuring these systems.
• Proven track record of managing complex processes and working with cross-functional teams to ensure successful outcomes.
• Technical acumen and familiarity with enterprise software platforms and systems integrations.
• Ability to troubleshoot technical issues and collaborate with technical teams to resolve problems quickly.
• Strong organizational skills, with the ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Excellent communication skills, both verbal and written, with the ability to liaise effectively with merchants and internal teams.
• Customer-focused mindset, with a passion for ensuring merchant success.
• Ability to work independently and be self-driven in an operational role, while maintaining a high level of attention to detail.

Compensation:

This position offers a competitive salary, with performance-based bonuses and incentives tied to the success of the onboarding process and the overall performance of the sales and operations teams.

What We Offer:

• A competitive salary with performance-based bonuses and incentives.
• A comprehensive benefits package, including health, dental, and vision insurance, as well as paid time off.
• Opportunities for professional development and growth within a rapidly expanding company.
• A collaborative and supportive environment that values your contributions and encourages career growth.
• A chance to make an impact in a company that’s revolutionizing how small and medium-sized businesses process payments.

Why Join SpacePointe?

At SpacePointe, we believe that operational excellence is key to driving our success. As an Operations Lead, you’ll have the opportunity to shape and streamline critical processes while supporting the growth of a global company. If you're ready to take the next step in your career and make a significant impact, we encourage you to apply.

To Apply:

Please submit your resume along with a cover letter detailing your experience, operational expertise, and how you’ve successfully supported teams and merchants in the past. We look forward to discussing how you can contribute to our team and help us achieve our company goals at SpacePointe.