Operations & Merchant Support Associate at Sanabil Studio

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Full Time

Start Date

Immediate

Expiry Date

17 Jan, 26

Salary

0.0

Posted On

19 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Management, Merchant Support, Onboarding, Training, Communication, Reporting, Collaboration, Attention to Detail, Customer Focus, Operational Execution, CRM Tools, Microsoft Excel, Google Sheets, Problem Solving, Field Operations, FMCG Sales, Fintech Onboarding

Industry

Venture Capital and Private Equity Principals

Description

Role Overview The Operations & Merchant Support Associate will play a key role in supporting TradePay’s B2B BNPL pilot by managing day-to-day merchant operations, ensuring accurate data updates, coordinating onboarding activities, and acting as a communication link between TradePay, suppliers, and distributors. The role combines operational execution, data management, and merchant relationship support to ensure smooth pilot delivery and actionable insights for future scale-up.Key Responsibilities Merchant Operations & Data Management Maintain and update merchant master data, KYC/KYB details, and onboarding records in CRM and reporting systems. Collect and verify operational data from suppliers and distributors to ensure order, repayment, and performance accuracy. Track merchant activation, repayment behavior, and tier changes in collaboration with the Credit & Risk team. Manage the lifecycle of operational and merchant support tickets, including raising, tracking, escalating, and closing issues in coordination with internal teams. Onboarding & Training Guide merchants through the onboarding process, ensuring all required documentation and agreements are completed. Deliver basic training to merchants on TradePay usage, repayment schedules, and benefits of flexible payment terms. Support suppliers’ field teams in collecting promissory notes, IDs, and signatures where required. Marketing & Communication Support Distribute merchant-facing marketing materials (flyers, digital messages, and in-store posters). Assist in local awareness campaigns to promote BNPL adoption and repayment understanding. Gather qualitative feedback from merchants to improve onboarding and engagement processes. Reporting & Coordination Prepare daily and weekly operational reports on onboarding progress, repayment tracking, and merchant activity. Flag operational issues to the Field Ops Liaison and Risk Analyst for timely resolution. Participate in weekly pilot review meetings and contribute on-the-ground insights. Requirements Bachelor’s degree or diploma in Business, Operations, or related field. 2+ years of experience in field operations, merchant management, FMCG sales, or fintech onboarding preferred. Strong attention to detail and data accuracy. Proficiency in Microsoft Excel/Google Sheets and CRM tools. Excellent communication in Arabic and basic English; Urdu is a plus. Comfortable engaging small merchants and explaining processes clearly. Key Attributes Operational mindset: Hands-on and proactive in resolving merchant issues. Collaborative: Works seamlessly with suppliers, distributors, and internal teams. Customer-focused: Patient and supportive in dealing with underbanked merchants. Reliable: Ensures data integrity and consistent reporting.

Responsibilities

The Operations & Merchant Support Associate will manage day-to-day merchant operations and ensure accurate data updates. They will also coordinate onboarding activities and act as a communication link between TradePay, suppliers, and distributors.