About this role
Are you driven, results-oriented and a team player?
With 17,000 customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail and restaurant businesses the technology and services they need to succeed.
At StoreHub, we believe that technology is essential for businesses to survive and thrive in today's fast-changing world. We also believe that equal access to technology is a fundamental right. That's why we’re committed to bridging this gap and making technology accessible to all, regardless of their background. By focusing on serving needs, not just profit, we level the playing field for those who have been marginalized. Our customers trust us with the success of their businesses, and we play to win by enabling everyone to build successful businesses.
We model ourselves on a pro-sports team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.
On a team like this, you learn the most, perform your best work, improve the fastest, and feel most fulfilled professionally.
If this is a journey you’d like to embark on, keep reading!
As a Merchant Onboarding Manager, you manage the full onboarding journey for new merchants after they sign up. Your role is to organise, coordinate, and drive onboarding to completion — ensuring merchants go live smoothly, on time, and with clarity.
You do not perform technical setup, hardware installation, or training yourself. These are handled by trainers, onboarding specialists, and partners. Your responsibility is to plan the onboarding flow, track progress, coordinate teams, and keep merchants informed throughout the journey.
This is a coordination and project management role with no sales or cold-calling targets.
What you will do:
Own the onboarding process from welcome call through go-live and early follow-up
Run onboarding calls to understand how merchants operate, what they purchased, and align on expectations and timelines
Build and manage onboarding plans covering system setup, data preparation, hardware, training, integrations, and dependencies
Act as the main point of contact for merchants during onboarding, ensuring clear communication and timely updates
Coordinate closely with internal teams and vendors, including trainers, onboarding specialists, coordinators, support, product, sales, finance, and hardware partners
Track onboarding progress using tools such as Intercom, Salesforce, and the Onboarding Portal
Identify risks or delays early and follow up with the right stakeholders to keep onboarding on track
Manage multiple merchants at different onboarding stages at the same time, from simple setups to more complex cases
Monitor onboarding outcomes such as go-live timelines, onboarding CSAT, and early usage
Share recurring issues and improvement ideas to help refine onboarding processes and workflows
What you'll need to have:
1 to 3 years of experience in project management, customer success, onboarding, implementation, operations, or account management roles
Experience in SaaS, software systems, or retail/F&B environments is a plus
Strong communication skills with a customer-first mindset
Highly organised and comfortable managing multiple merchants, timelines, and stakeholders
Confident in following up and coordinating across teams and external vendors
Logical thinking and solid problem-solving skills
Calm, proactive, and responsible in a fast-paced environment
Good command of English and/or Bahasa Malaysia / Mandarin
Comfortable using Google Workspace and basic Excel
- Our people - for real! StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.
- Culture of Candour.We embrace directness, hate bureaucracy, and move fast. If you're tired of 'corporate nonsense' you'll feel right at home.
- Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to many different tools we use that support everyday tasks, so that we can focus our minds on the kind of work that matters.
- Impact not just effort. We recognize that results are not tied to the number of hours worked. There's no reward for long hours with poor results and no penalty for leaving on time if your work is excellent. To be great, most of us have to put in considerable effort, but we don't measure contribution by hard work or long hours.
- Communicate for Clarity
- Humble and Hungry
- Authentic but not an *sshole
- Nimble and Quick
- Growth Mindset
- Efficiency and Excellence
- Apple Macbooks for everyone
- Free Season Parking
- Fully stocked fridge and pantry - Coffee, snacks, and more yums
- Cutting edge tools. If something can be automated, we'll make it happen
- Medical and Dental Outpatient Visits + Medical Insurance
- Opportunities for career growth and continuous learning
Other facts
About StoreHub
StoreHub Sdn Bhd (1072290-D) is an all-in-one platform that enables retailers and restaurants across Southeast Asia to automate and grow their businesses. StoreHub’s platform provides a comprehensive ecosystem of solutions ranging from a cloud-based POS system to QR-based table ordering, loyalty, customer engagement, and more. Since its launch in 2013, the platform now serves over 18,000 retail and restaurant outlets across their key markets of Malaysia, Thailand, Philippines and others.
It's critical for businesses to use technology to not just survive but thrive. We also believe that it’s important to bring the best technology not only to those who can afford it but to those who have traditionally been marginalised by the technology race.
That’s why it is our mission to make technology available for everyone, enabling all businesses to grow successfully and sustainably.
At StoreHub, we use the term “pro sports team” to describe how we operate, referring to ourselves as Players (our teammates) and Coaches (our managers). In a pro sports team, we know that winning involves working together with teammates who are extraordinary at what they do and are highly effective collaborators.
In our team, we let results speak for themselves. Our model works best for people who value teammates that deliver strong outcomes and results. By joining us, you'd be signing up for a journey of professional and personal growth with other driven and talented people.
An important discipline we practice to facilitate growth and teamwork is radical candour - we only say things about teammates that we say to their faces (and in a respectful manner). And this goes for interactions with peers, managers, and even with our CEO. We embrace this level of directness so that feedback is real, praise is specific, and criticism is helpful.
If what you’re reading about our team and work philosophy excites you, get in touch! We’d be just as excited to meet and get to know you.
What you'll do
- As a Merchant Onboarding Manager, you will manage the full onboarding journey for new merchants, ensuring they go live smoothly and on time. You will coordinate with various teams and track onboarding progress while acting as the main point of contact for merchants.
Ready to join StoreHub?
Take the next step in your career journey