Merchant Onboarding Team Lead

About the role You will own merchant onboarding at Loop from sales handoff to Success handover, across three regions. You will lead a team of Onboarding Specialists, set the operating standard for every onboarding, and be accountable for time to go live, onboarding quality, and early churn. This role is about building a predictable onboarding engine that scales with our growth. It is not about running onboardings yourself. What you will own Onboarding Delivery and Governance Own end to end onboarding performance: kickoff SLAs, milestone adherence, and go live dates across the full merchant portfolio. Set the standards for kickoff, weekly touchpoints, configuration, migration validation and handover, and audit adherence. Step in personally on strategic, high value or at risk merchants. Cross Functional Partnership Act as the primary escalation point for Sales, Implementation Engineering, Migration, Product and Success. Improve the sales to onboarding handoff so merchants are scoped correctly before kickoff. Agree SLAs and escalation paths with Implementation Engineering and Migration, and hold all sides to them. Turn recurring merchant feedback into prioritised product inputs and track them to resolution. Process, Tooling and Reporting Own onboarding playbooks, templates and documentation standards. Keep Salesforce, Sheets and internal dashboards accurate, and remove manual tracking wherever possible. Report weekly and monthly on onboarding health to leadership, with risks and