TL;DR

Merchant Activation & Customer Operations Lead (Fintech): Coordinating customer operations across onboarding, activation, and early merchant ramp-up with an accent on reducing time-to-activation and strengthening cross-team execution. Focus on AI-driven automation, operational efficiency, and ensuring high service quality in a regulated payments environment.

Location: Hybrid, must be based in London

Company

International acquirer focused on building scalable, well-structured merchant operations while maintaining premium service standards.

What you will do

Coordinate merchant lifecycle from contract to onboarding, go-live, and early ramp-up.
Monitor SLAs, activation timelines, and early performance metrics.
Act as the operational point of contact between Sales, Onboarding, Risk, Tech, and Customer Success.
Maintain activation playbooks, workflows, and process documentation.
Support L1 operational issue handling and structured escalation processes.
Identify opportunities for AI-driven automation and operational efficiency.

Requirements

3–5 years of experience in customer operations, merchant support, or customer service in fintech, PSPs, SaaS, or banking.
Experience working cross-functionally with Risk, Tech, and Customer Success teams.
Understanding of regulated, documentation-heavy environments.
Confident user of CRM systems and operational reporting tools.
Strong understanding of AI and automation tools (low/no-code).

Culture & Benefits

High-impact role in a developing international fintech company.
Direct influence on operational efficiency and service quality.
Cross-functional exposure across commercial, product, and risk teams.
Professional growth in a regulated payments environment.
Competitive compensation package.

Hiring process

Introductory interview with recruitment.
Functional interview with operations leadership.
Final interview with senior management.