Operations & Merchant Support Associate

Role Overview

The Operations & Merchant Support Associate will play a key role in supporting TradePay’s B2B BNPL pilot by managing day-to-day merchant operations, ensuring accurate data updates, coordinating onboarding activities, and acting as a communication link between TradePay, suppliers, and distributors. The role combines operational execution, data management, and merchant relationship support to ensure smooth pilot delivery and actionable insights for future scale-up.Key Responsibilities

Merchant Operations & Data Management

• Maintain and update merchant master data, KYC/KYB details, and onboarding records in CRM and reporting systems.
• Collect and verify operational data from suppliers and distributors to ensure order, repayment, and performance accuracy.
• Track merchant activation, repayment behavior, and tier changes in collaboration with the Credit & Risk team.
• Manage the lifecycle of operational and merchant support tickets, including raising, tracking, escalating, and closing issues in coordination with internal teams.
  
  

Onboarding & Training

• Guide merchants through the onboarding process, ensuring all required documentation and agreements are completed.
• Deliver basic training to merchants on TradePay usage, repayment schedules, and benefits of flexible payment terms.
• Support suppliers’ field teams in collecting promissory notes, IDs, and signatures where required.
  
  

Marketing & Communication Support

• Distribute merchant-facing marketing materials (flyers, digital messages, and in-store posters).
• Assist in local awareness campaigns to promote BNPL adoption and repayment understanding.
• Gather qualitative feedback from merchants to improve onboarding and engagement processes.
  
  

Reporting & Coordination

• Prepare daily and weekly operational reports on onboarding progress, repayment tracking, and merchant activity.
• Flag operational issues to the Field Ops Liaison and Risk Analyst for timely resolution.
• Participate in weekly pilot review meetings and contribute on-the-ground insights.
  
  

Requirements

• Bachelor’s degree or diploma in Business, Operations, or related field.
• 2+ years of experience in field operations, merchant management, FMCG sales, or fintech onboarding preferred.
• Strong attention to detail and data accuracy.
• Proficiency in Microsoft Excel/Google Sheets and CRM tools.
• Excellent communication in Arabic and basic English; Urdu is a plus.
• Comfortable engaging small merchants and explaining processes clearly.
  
  

Key Attributes

• Operational mindset: Hands-on and proactive in resolving merchant issues.
• Collaborative: Works seamlessly with suppliers, distributors, and internal teams.
• Customer-focused: Patient and supportive in dealing with underbanked merchants.
• Reliable: Ensures data integrity and consistent reporting.