Are you driven, results-oriented and a team player?
With 17,000 customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail and restaurant businesses the technology and services they need to succeed.
At StoreHub, we believe that technology is essential for businesses to survive and thrive in today's fast-changing world. We also believe that equal access to technology is a fundamental right. That's why we’re committed to bridging this gap and making technology accessible to all, regardless of their background. By focusing on serving needs, not just profit, we level the playing field for those who have been marginalized. Our customers trust us with the success of their businesses, and we play to win by enabling everyone to build successful businesses.
We model ourselves on a pro-sports team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.
On a team like this, you learn the most, perform your best work, improve the fastest, and feel most fulfilled professionally.
If this is a journey you’d like to embark on, keep reading!
As a Merchant Onboarding Manager, you manage the full onboarding journey for new merchants after they sign up. Your role is to organise, coordinate, and drive onboarding to completion — ensuring merchants go live smoothly, on time, and with clarity.
You do not perform technical setup, hardware installation, or training yourself. These are handled by trainers, onboarding specialists, and partners. Your responsibility is to plan the onboarding flow, track progress, coordinate teams, and keep merchants informed throughout the journey.
This is a coordination and project management role with no sales or cold-calling targets.
What you will do:
Own the onboarding process from welcome call through go-live and early follow-up
Run onboarding calls to understand how merchants operate, what they purchased, and align on expectations and timelines
Build and manage onboarding plans covering system setup, data preparation, hardware, training, integrations, and dependencies
Act as the main point of contact for merchants during onboarding, ensuring clear communication and timely updates
Coordinate closely with internal teams and vendors, including trainers, onboarding specialists, coordinators, support, product, sales, finance, and hardware partners
Track onboarding progress using tools such as Intercom, Salesforce, and the Onboarding Portal
Identify risks or delays early and follow up with the right stakeholders to keep onboarding on track
Manage multiple merchants at different onboarding stages at the same time, from simple setups to more complex cases
Monitor onboarding outcomes such as go-live timelines, onboarding CSAT, and early usage
Share recurring issues and improvement ideas to help refine onboarding processes and workflows
What you'll need to have:
1 to 3 years of experience in project management, customer success, onboarding, implementation, operations, or account management roles
Experience in SaaS, software systems, or retail/F&B environments is a plus
Strong communication skills with a customer-first mindset
Highly organised and comfortable managing multiple merchants, timelines, and stakeholders
Confident in following up and coordinating across teams and external vendors
Logical thinking and solid problem-solving skills
Calm, proactive, and responsible in a fast-paced environment
Good command of English and/or Bahasa Malaysia / Mandarin
Comfortable using Google Workspace and basic Excel