Mission

What You Will Own

Operational Coordination & Process Execution

• Support creation and improvement of merchant lifecycle workflows (post-DD → activation → ramp-up).
• Execute and monitor SLAs (time-to-activation, time-to-first-volume, response times).
• Maintain playbooks and process documentation for activation and early merchant support.
• Coordinate L1 operational issue handling across Customer Success, ensuring consistency and clear escalation paths.

Cross-Functional Alignment

• Act as the day-to-day operational point of contact between Sales, Onboarding, CS, Risk, and Tech
• Ensure clear ownership for each activation task and prevent blockers from piling up.
• Prepare and participate in merchant activation syncs, providing visibility into status, blockers, and next steps.

Merchant Activation, Service Quality & Early Growth Support

• Track merchants from contract → onboarding → go-live → early volume.
• Monitor activation and ramp-up metrics, flagging risks early.
• Build and maintain high-class, boutique-level B2B service standards, ensuring merchants experience premium, proactive, and structured support.
• Partner with Customer Success to establish service rituals (cadences, check-ins, expectation-setting).
• Elevate xpate’s service culture, ensuring consistency, clarity, and excellence during activation and early go-live stages.

AI-Enabled Efficiency & Operational Innovation

• Act as xpate’s AI enabler in operations, helping the organisation adopt AI tools for efficiency and quality.
• Identify practical automation use cases that enhance service delivery, reduce manual work, and enable scalable operational excellence.
• Partner with teams to drive AI literacy and ensure seamless adoption of AI-enabled workflows.

Your Mindset

• You enjoy structure, clarity, and very good service.
• You’re not afraid to coordinate multiple teams and follow up relentlessly.
• You like improving processes, not just running them.
• You bring calmness and organisation to fast-moving environments.
• You see gaps and close them — quickly.

• 3–5 years in customer operations, customer service, merchant support in fintech, PSPs, PayFacs, SaaS, or banking.
• Strong process executor — able to follow, maintain, and gradually improve flows.
• Experience working cross-functionally with Risk, Tech, and CS teams.
• Comfortable with regulated environments and documentation-heavy workflows.
• Confident with CRM systems, operational tools, and structured reporting.
• Familiarity with card acquiring the merchant lifecycle is highly valued.
• Very strong understanding of AI and automation tools (low/no-code)

• A dynamic, ambitious environment where compliance is seen as an enabler of growth, not a blocker.
• Enjoy flexible working hours, hybrid work options, private health insurance and generous paid time off giving you the balance you need to perform at your best.
• Apple hardware and modern work tools to support your workflow.
• Extra personal time off for rest and recharge:12 additional days per year, plus your birthday off.
• Private health insurance and wellness benefits.
• Opportunities to grow, lead, and shape xpate's future-proof compliance ecosystem.

Why This Role Matters

• Merchants go live faster
• Sales, onboarding, and CS stay aligned
• Risk & Tech receive clean, actionable information
• xpate grows revenue with strong operational control