Lead merchants through the end-to-end onboarding process, managing both technical and operational workstreams to ensure a smooth and timely launch.
Conduct technical discovery to understand merchant systems, data structures, workflows, and integration requirements.
Configure and test merchant environments — including API connections, workflow logic, data mappings, and platform settings — to ensure alignment with business goals.
Support merchants through integration troubleshooting, analysing payloads, logs, and system behaviour to drive resolution.
Communicate clearly and proactively with merchant stakeholders, providing guidance, updates, and recommendations throughout the onboarding journey.
Deliver effective training and enablement sessions to help merchant teams confidently adopt Swap’s products and workflows.
Collaborate closely with Product, Engineering, Operations and Sales teams to escalate issues, validate solutions, and relay insights that can improve product and process.
Use data and implementation metrics to monitor onboarding progress, identify risks early, and continually refine the onboarding playbook.

2–5 years experience in technical onboarding, implementation engineering, solutions engineering, or a hybrid technical–client delivery role.
Strong understanding of APIs, JSON, HTTP, and web technologies, with the ability to diagnose and resolve integration issues.
Comfortable interpreting data to inform decision-making and troubleshooting.
Ability to translate technical concepts for both technical and non-technical audiences, building confidence and clarity for stakeholders.
Strong organisational and prioritisation skills, capable of owning multiple onboarding projects simultaneously.
Proven ability to drive implementations forward efficiently — managing complexity, maintaining momentum, and achieving successful outcomes within tight timelines.
A product-curious mindset, able to learn new systems quickly and shape workflows that maximise user value.
Previous experience in an eCommerce environment, knowledge of Shopify and/or logistics operations is highly desirable

Merchant Onboarding Manager

Key skills