Merchant Processor Setup & Onboarding
Scope of Role:
At tiptap, customer success is at the heart of everything we do.
As Merchant Onboarding Lead, you will play a critical role in delivering a seamless and positive experience for our customers, from initial setup through successful launch. This position bridges payment processing, client onboarding, and delivery coordination, ensuring every step of the process runs smoothly and on schedule. You’ll manage key day-to-day relationships with our payment processor partners, coordinate timelines, set up client dashboards and devices, and provide exceptional customer support to ensure our merchants are ready to go live with confidence.
This is a hands-on role for someone who thrives in a fast-paced, growing environment and isn’t afraid to roll up their sleeves to get the job done.
Duties and Responsibilities:
- Manage the customer onboarding process and experience overall to ensure it is as seamless and smooth as possible.
- Act as the primary liaison between tiptap customers and payment processor partners to ensure merchant account approvals are completed and received in a timely manner.
- Act as the primary liaison between Sales, Delivery, and Technical Support to resolve delays and ensure frictionless setups.
- Set up customers in internal tiptap backend systems with complete and accurate customer and program information.
- Coordinate timelines to ensure payment processor credentials are received, accounts are active, and devices are configured in a timely manner and to meet customer program dates.
- Prepare and configure customer dashboards for onboarding demonstrations, including testing devices and verifying setups before delivery, and participating in customer demonstrations
- Collaborate with Delivery, Customer Success, and Tech teams to troubleshoot and triage any setup-related issues before launch, and provide in-field support during program launch to resolve credential-related or other technical issues.
- Monitor and test the customer’s setup to ensure a seamless customer handoff and experience.
Qualifications:
- Experience with customer-facing relationships, onboarding or post-sales setup strongly preferred.
- Familiarity with NetSuite (or similar ERP system), Google Workspace, Excel is desired.
- Strong project management skills - ability to manage timelines, coordinate multiple stakeholders, and prioritize effectively.
- Strong interpersonal skills with a customer-first mindset, able to build rapport and foster positive relationships.
- Exceptional written and verbal communication skills, with the ability to convey information clearly and professionally.
- High attention to detail with a proactive, problem-solving mindset.
- Team player with the ability to collaborate across multiple teams in a fast-growing organization.
Standard Hours:
- In-office role (4 days in-office)
- Based in Burlington
- Monday to Friday 9-5pm EST with occasional after-hours requirements
- Fulltime
Direct Reports:
Job Type: Full-time
Pay: $50,000.00-$70,000.00 per year
Benefits:
- Casual dress
- Employee assistance program
- Extended health care
Work Location: In person
