swap - Live Merchant Implementations Manager
Requirements
• Strong troubleshooting mindset. Able to isolate technical vs operational root cause • Structured communicator who documents configuration logic clearly • Comfortable working cross-functionally with Product and Engineering • High ownership mentality/agency with attention to detail • Systems thinker who optimises for scalability over short-term fixes • Structured communicator who can document configuration logic clearly.
Responsibilities
• Lead merchants through the end-to-end onboarding process, managing both technical and operational workstreams to ensure a smooth and timely launch. • Conduct technical discovery to understand merchant systems, data structures, workflows, and integration requirements. • Configure and test merchant environments — including API connections, workflow logic, data mappings, and platform settings — to ensure alignment with business goals. • Support merchants through integration troubleshooting, analysing payloads, logs, and system behaviour to drive resolution. • Communicate clearly and proactively with merchant stakeholders, providing guidance, updates, and recommendations throughout the onboarding journey. • Deliver effective training and enablement sessions to help merchant teams confidently adopt Swap’s products and workflows. • Collaborate closely with Product, Engineering, Operations and Sales teams to escalate issues, validate solutions, and relay insights that can improve product and process. • Use data and implementation metrics to monitor onboarding progress, identify risks early, and continually refine the onboarding playbook. • What we would like to see: • 2–5 years experience in technical onboarding, implementation engineering, solutions engineering, or a hybrid technical–client delivery role. • Strong understanding of APIs, JSON, HTTP, and web technologies, with the ability to diagnose and resolve integration issues. • Comfortable interpreting data to inform decision-making and troubleshooting. • Ability to translate technical concepts for both technical and non-technical audiences, building confidence and clarity for stakeholders. • Strong organisational and prioritisation skills, capable of owning multiple onboarding projects simultaneously. • Proven ability to drive implementations forward efficiently — managing complexity, maintaining momentum, and achieving successful outcomes within tight timelines. • A product-curious mindset, able to learn new systems quickly and shape workflows that maximise user value. • Previous experience in an eCommerce environment, knowledge of Shopify and/or logistics operations is highly desirable
Benefits
• Stock options in a high-growth startup. • Competitive PTO with public holidays additional. • Private Health. • 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.
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