Merchant Onboarding Specialist (1-year contract)

About LINE MAN Wongnai

We are Thailand's Leading On-Demand Delivery and Lifestyle e-Commerce platform services. We build technology to help Thai people live better, to empower all local businesses by creating an end-to-end food ecosystem through our channel. Connected consumers, riders, and local businesses and improved the daily life of all parties with restaurants nationwide. And because we are local, we provide the deepest variety and services that are tailor-made for Thai people.

Your mission is to be the " Catalyst of Merchant Success ". You are the primary point of contact for merchants who have just joined our POS ecosystem. Your goal is to bridge the gap between purchasing a feature and using it effectively. You will ensure that every merchant who buys our POS solution can get started quickly, understands the value of the features, and maintains a high active rate from day one.

What you'll Do:

• Proactive Merchant Activation: Conduct outbound calls to new merchants who have purchased POS features to guide them through the initial onboarding and setup process.
• Drive Speed-to-Live: Ensure merchants complete their first transaction and start using the system as quickly as possible to maximize their business potential.
• Product Coaching & Education: Act as a consultant by teaching merchants how to use POS features effectively, tailored to their specific business needs (e.g., menu setup, inventory, or payments).
• Issue Resolution: Identify and remove blockers that prevent merchants from going active. Coordinate with technical or product teams to solve merchant problems promptly.
• Performance Tracking: Rigorously track and report on merchant onboarding status, activation rates, and feedback to ensure we meet our "Active Merchant" targets.
• Process Improvement: Identify common pain points in the merchant journey and suggest improvements to the onboarding workflow to enhance overall execution excellence.

W hat you'll Need: 

• Mastery of Communication: Exceptional verbal communication skills with the ability to simplify technical instructions for merchants.
• Execution Excellence: A "get things done" mindset. You are organized, disciplined, and relentless about following up with merchants to ensure they hit their activation milestones.
• Problem-Solving Skills: Proven ability to break down merchant issues and find quick, effective solutions to get them back on track.
• Tech-Savvy: Ability to learn new software, POS systems, and internal tools (CRM/Google Sheets) quickly.
• Resilience & Discipline: Comfortable with high-volume outbound calling and working in a fast-paced environment to meet daily and weekly activation goals.
• Experience in Customer Success, Telesales, or the SaaS and F&B industry is a plus.