Merchant Activation & Customer Operations Lead (Fintech)

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.