Merchant Onboarding Lead

About Swap

Swap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience.

Built for brands that want to sell anything - anywhere, Swap centralizes global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence.

At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.

About the Role

We are hiring a Merchant Onboarding Team Lead to establish and scale our onboarding capability in Austin. This role will oversee the Merchant Onboarding Managers team in Austin and act as the senior operational and technical point of escalation for the region.

The Team Lead will ensure that all onboarding projects in the US run with consistency, speed, clarity, and technical excellence. Reporting to the Head of Onboarding in the UK, you will help shape global onboarding strategy, refine best practices, and ensure cohesive delivery across time zones.

This role is ideal for someone who thrives in fast-paced, cross-functional environments and excels at balancing hands-on technical implementation guidance with people leadership and operational oversight. You will help shape the foundation of a scalable onboarding organisation as Swap grows rapidly in the US market.

Key responsibilities

•
Team Leadership & Management

• Lead, mentor, and develop Merchant Onboarding Managers in Austin, ensuring strong technical delivery, effective prioritisation, and consistent project execution.

• Partner closely with the Head of Onboarding (UK) to align team structure, capacity planning, and global resource allocation.

• Help manage expectations, performance metrics, and career development pathways for team members, as outlined by the Head of Onboarding.

Operational Ownership & Delivery Excellence

• Oversee the end-to-end onboarding pipeline across all US merchants, ensuring projects maintain momentum and deliver high-quality outcomes.

• Implement and maintain standardised onboarding methodologies, workflows, templates, and documentation.

Technical Escalation & Solution Design

• Act as the senior technical escalation point for handling complex onboarding challenges involving APIs, data structures, workflows, and integrations.

• Collaborate with Product and Engineering on bugs, feature gaps, and enhancements; ensure insights from onboarding feed into the product roadmap..

Stakeholder & Merchant Engagement

• Build strong relationships with key merchant stakeholders, ensuring confidence throughout the onboarding journey.

• Serve as an executive-level contact during escalations or high-priority implementations.

• Partner cross-functionally with Sales, Operations, Product, and Engineering to coordinate seamless handoffs and resolve merchant challenges quickly.

What we would like to see:

• 5-8+ years of experience in technical onboarding, implementation engineering, or a similar hybrid technical-client delivery role.

• Prior experience leading or mentoring technical onboarding/implementation teams in a high-growth environment.

• Strong understanding of APIs, JSON, HTTP, and modern web technologies; ability to guide others through debugging and integration problem solving.

• Demonstrated ability to manage a portfolio of complex, concurrent projects with clear process governance.

• Strong analytical skills and comfort working with logs, data structures, and implementation metrics.

• Proven ability to build trust, maintain momentum, and support teams navigating intricate workflows and tight timelines.

• A product-curious, systems-thinking mindset with a passion for delivering value and shaping world-class merchant experiences.

• Experience within eCommerce, Shopify ecosystems, logistics, WMS/3PL, or ERPs is highly desirable

Benefits:

• Competitive base salary.

• Stock options in a high-growth startup.

• Competitive PTO with public holidays additional.

• Private Health.

• Pension.

• Wellness benefits.

• Breakfast Mondays.

Diversity & Equal Opportunities:

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.