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- Tasks: Lead the onboarding process for new merchants, ensuring a smooth transition to our platform.
- Company: Join Swap, a top software provider revolutionising e-commerce with innovative solutions.
- Benefits: Enjoy hybrid work, competitive salary, equity stake, and flexible hours in a collaborative environment.
- Why this job: Be part of a fast-growing startup where your contributions directly impact client success and company growth.
- Qualifications: 3-5 years in onboarding or client success, strong communication skills, and a customer-first mindset required.
- Other info: Familiarity with Shopify and logistics is a plus; you'll work with a stellar global team.
The predicted salary is between 36000 - 60000 £ per year.
Say hello to the ecommerce OS. 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.
Your 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, personalised experience and acting as a bridge between our product, tech, and client-facing teams. This is a hybrid role based in London.
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).
Perks and Benefits
- Opportunity to shape the direction of a rapidly growing startup.
- Collaborative and inclusive work environment.
- Equity stake in Swap.
- Competitive salary.
- Hybrid working model with a Mac or PC company laptop.
- Competitive holiday allowance (plus public holidays).
- Flexible working hours.
- Accelerate your learning potential working at a high-growth startup.
- The opportunity to work with a stellar global team.
Contact Detail:
Swap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Onboarding Manager
✨Tip Number 1
Familiarise yourself with the e-commerce landscape and the specific challenges that merchants face. Understanding their pain points will help you demonstrate your value during interviews and show how you can enhance their onboarding experience.
✨Tip Number 2
Network with professionals in the e-commerce and SaaS industries. Attend relevant events or webinars to connect with others in the field, as personal referrals can significantly boost your chances of landing an interview.
✨Tip Number 3
Prepare to discuss your experience with onboarding processes and client success strategies. Be ready to share specific examples of how you've improved onboarding efficiency or enhanced client satisfaction in previous roles.
✨Tip Number 4
Showcase your problem-solving skills by preparing for scenario-based questions. Think about potential onboarding challenges and how you would address them, demonstrating your proactive approach to ensuring a smooth transition for new merchants.
We think you need these skills to ace Onboarding Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in onboarding, client success, or account management, particularly in e-commerce or SaaS environments. Use specific examples that demonstrate your ability to manage multiple client projects and build strong relationships.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the Onboarding Manager role at Swap. Discuss how your skills align with their needs, particularly your problem-solving abilities and experience with high-profile clients. Show that you understand their commitment to a collaborative work environment.
Highlight Relevant Skills: Emphasise your strong communication and relationship-building skills in your application. Mention any familiarity with project management tools and your technical aptitude, as these are important for the role. Be specific about how these skills have helped you succeed in previous positions.
Showcase Process Improvement Experience: If you have experience identifying and eliminating onboarding bottlenecks, make sure to include this in your application. Provide examples of how you've improved processes in past roles, as this aligns well with the responsibilities of the Onboarding Manager position.
How to prepare for a job interview at Swap
✨Understand the Onboarding Process
Familiarise yourself with the entire onboarding process that Swap uses. Be prepared to discuss how you would manage the end-to-end onboarding for new merchants, highlighting your experience in similar roles.
✨Showcase Cross-Functional Collaboration
Emphasise your ability to work with various teams such as Sales, Account Management, and Product. Prepare examples of how you've successfully collaborated in the past to enhance client experiences.
✨Demonstrate Problem-Solving Skills
Be ready to discuss specific challenges you've faced during onboarding processes and how you resolved them. Highlight your attention to detail and your approach to eliminating bottlenecks.
✨Build Rapport with Interviewers
Since this role focuses on client success, showcase your strong communication skills. Engage with your interviewers, ask questions about their experiences, and express genuine interest in the company culture and values.
