Merchant Onboarding Manager in London

About Swap

Swap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience. Built for brands that want to sell anything - anywhere, Swap centralises global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence. At Swap, we are building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.

About the Role

This role is ideal for someone who enjoys working at the intersection of technology, operations, and client delivery. As a Merchant Onboarding Manager at Swap, you will guide merchants through the full implementation journey — from technical discovery and solution design through configuration, testing, and launch. You will work closely with merchant eCommerce, operations and technical teams to understand their systems and data flows, configure the Swap platform, and support them through integration challenges or workflow optimisation. The role requires strong organisational ability, knowledge of technical concepts such as APIs and data structures, and a natural talent for building trusted client relationships. You will play a key part in ensuring merchants adopt Swap quickly and successfully, enabling a smooth and confident path to value.

Key responsibilities

• Lead merchants through the end-to-end onboarding process, managing both technical and operational workstreams to ensure a smooth and timely launch.
• Conduct technical discovery to understand merchant systems, data structures, workflows, and integration requirements.
• Configure and test merchant environments — including API connections, workflow logic, data mappings, and platform settings — to ensure alignment with business goals.
• Support merchants through integration troubleshooting, analysing payloads, logs, and system behaviour to drive resolution.
• Communicate clearly and proactively with merchant stakeholders, providing guidance, updates, and recommendations throughout the onboarding journey.
• Deliver effective training and enablement sessions to help merchant teams confidently adopt Swap's products and workflows.
• Collaborate closely with Product, Engineering, Operations and Sales teams to elevate issues, validate solutions, and relay insights that can improve product and process.
• Use data and implementation metrics to monitor onboarding progress, identify risks early, and continually refine the onboarding playbook.

What we would like to see

• 2–5 years experience in technical onboarding, implementation engineering, solutions engineering, or a hybrid technical–client delivery role.
• Strong understanding of APIs, JSON, HTTP, and web technologies, with the ability to diagnose and resolve integration issues.
• Comfortable interpreting data to inform decision-making and troubleshooting.
• Ability to translate technical concepts for both technical and non-technical audiences, building confidence and clarity for stakeholders.
• Strong organisational and prioritisation skills, capable of owning multiple onboarding projects simultaneously.
• Proven ability to drive implementations forward efficiently — managing complexity, maintaining momentum, and achieving successful outcomes within tight timelines.
• A product‐curious mindset, able to learn new systems quickly and shape workflows that maximise user value.
• Previous experience in an eCommerce environment, knowledge of Shopify and/or logistics operations is highly desirable.

Benefits

• Competitive base salary.
• Stock options in a high‐growth startup.
• Competitive PTO with public holidays additional.
• Private Health.
• Pension.
• Wellness benefits.
• Breakfast Mondays.

Diversity & Equal Opportunities

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.