Operations & Merchant Support Associate

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.

Responsibilities

• 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.
• 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.
• 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.
• 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

Key Attributes

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