Merchant Onboarding Specialist

Are you driven, results-oriented and a team player?

With 17,000+ retailers and restaurants in over 15 countries, StoreHub is on a mission to enable everyone, big or small, to build successful businesses.

At StoreHub, we're building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.

It is in such a team that you learn the most, perform your best work, improve the fastest, and have the most fun.

The Merchant Onboarding Specialist plays a critical role in empowering and supporting our merchant partners through a seamless onboarding experience. This role ensures merchants are fully prepared to leverage StoreHub’s platform from day one, providing continuous engagement, support, and feature adoption to drive long-term success. The focus is on fostering meaningful relationships, maximizing product value, and retaining merchants through excellent service and strategic upselling.

Key Responsibilities

• Complete Onboarding Management : Oversee the full onboarding journey, including welcome calls, product setup, merchant training, hardware delivery, and post-implementation follow-ups to ensure a smooth Go-Live.
• Relationship Building and Support : Act as the primary contact for merchants, nurturing strong relationships, addressing concerns, and coordinating with Product, Sales, and Support teams to align on expectations and resolve issues.
• Feature Guidance and Upselling : Assist merchants in utilizing core features like POS systems, Beep Delivery, and QR Order & Pay; promote additional services, and support new feature adoption to boost business value.
• Performance Tracking and Improvement : Monitor onboarding metrics (e.g., Go-Live within 15 days, CSAT >

90%, retention >

90%) and refine onboarding processes to enhance efficiency and customer satisfaction.

Education

Bachelor’s degree in Business, Communication, or a related field. Project management certification is a plus, especially for handling chain store deals with additional steps like Proof of Concept (POC).

Experience

Proven experience in customer success, account management, or retail operations. Hands‑on experience with Intercom and Salesforce for customer management.

Industry Knowledge

Experience with SaaS platforms or within the retail / F&B sectors is a plus.

Soft Skills

Strong communication and interpersonal skills with a customer‑first mindset. Excellent organizational abilities and experience managing multiple accounts.

Problem‑Solving

Proactive problem‑solver, able to handle challenges in a fast‑paced environment.

Preferred Language

Preferred Mandarin‑speaking skills to engage with stakeholders and ensure smooth communication.

What makes working at StoreHub awesome (and refreshing!)

Perks

We are an equal‑opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.

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