Onboarding Manager
Location: New York (Hybrid)
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.
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, personalized experience and acting as a bridge between our product, tech, and client-facing teams.
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.
