Live Merchant Implementations Manager - Remote

About the Role

We are seeking a Live Merchant Implementations Manager to join our dynamic team at Swap. This is a fantastic opportunity for someone who thrives at the intersection of technology, operations, and client delivery. As a Live Merchant Implementations Manager, you will guide merchants through the full implementation journey, ensuring they adopt Swap quickly and successfully. This role is fully remote, allowing you to work from anywhere while making a significant impact on our clients' success.

What You'll Do

• 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.
• Support merchants through integration troubleshooting, analyzing payloads, logs, and system behavior 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.

Requirements

• 2–5 years of 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 organizational and prioritization 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 maximize user value.
• Previous experience in an eCommerce environment, knowledge of Shopify and/or logistics operations is highly desirable.

What We Offer

• Competitive base salary.
• Stock options in a high-growth startup.
• Competitive PTO with public holidays additional.
• Private Health.
• Pension.
• Wellness benefits.
• Breakfast Mondays.

At Swap, 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.