Onboarding Manager

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.

About The 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.

This is a hybrid role based in New York, with three in-office days per week.

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).

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.