Onboarding Executive and Support Associate

AnaVation LLC; Manchester; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading financial technology firm in Manchester is seeking an Onboarding Executive & Support Associate. This role involves coordinating onboarding and supporting merchants using Point of Sale and Payments platforms. Ideal candidates should have experience in merchant support or technical onboarding, with strong communication skills. This hybrid position offers flexible working arrangements, including remote work options. Join us to help enhance merchant experiences and streamline integrations while being part of an inclusive and diverse workplace.

Benefits

Flexible working arrangements

Work from abroad options

Qualifications

• Experience in merchant support, technical onboarding, sales support, or implementation.
• Strong written and verbal communication skills.
• Ability to manage multiple tasks with attention to detail.

Responsibilities

• Coordinate onboarding processes for new merchants.
• Support merchants with testing and integration using APIs.
• Log issues in Jira and collaborate with teams for resolutions.

Skills

Merchant support experience

Communication skills

Attention to detail

Digital tools competency

Proactive attitude

Tools

Jira

Confluence

Zendesk

Job description

Our Story

Hello there. We’re Zopa.

We started our journey back in 2005, building the first ever peer‑to‑peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com!

We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife

We’re hiring an Onboarding Executive & Support Associate to help set up and support merchants using our Point of Sale and Payments platforms.

You’ll coordinate onboarding, support integrations, and be a first point of contact for merchant queries, helping ensure a smooth experience throughout their lifecycle.

A day in the life:

• Coordinate new merchant onboarding to ensure accurate, timely setups and a smooth go‑live.
• Work with Sales and Partner Solutions to confirm merchant data, access, and integration details.
• Support merchants during testing and integration, including use of portals, APIs, and sandbox tools.
• Manage merchant support queues – triaging, resolving, and escalating queries to maintain a clear, professional experience.
• Log and track issues in Jira and collaborate with Product, Engineering, and Commercial teams to resolve them promptly.
• Identify recurring issues and suggest improvements to tools, processes, and documentation to make operations more efficient.
• Contribute to Help Centre content and internal guides to support self‑serve onboarding and support at scale.

About you:

• Experience in merchant support, technical onboarding, sales support, or implementation (ideally in fintech, payments, or retail finance).
• Strong written and verbal communication skills.
• Good attention to detail and organisation, with the ability to manage multiple tasks.
• Comfortable working with digital tools and learning about APIs and portals.
• Familiar with systems such as Jira, Confluence, Zendesk, or similar.
• Proactive, collaborative, and willing to take ownership and improve how things are done.

#LI-LK1

At Zopa we value flexible ways of working.

We value face‑to‑face collaboration and a good work‑life balance. This hybrid role requires you to come to our Manchester office 2‑3 days a week. (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF.)

You’ll also have the option of working from abroad for up to 120 days a year! * But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.

*Subject to having the right to work in the country of choice

Diversity Statement

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.