Onboarding Operations Specialist

Backed by Ant International (a global leader in digital payments, digitisation, and financial technology solutions), EPOS is a leading Point-of-Sale (POS) digital solutions provider headquartered in Singapore.

Supporting Ant International's mission to empower SMEs, EPOS serves as the central hub of its global merchant payment services provider, Antom, delivering integrated O2O digital, payment, and banking solutions to SMEs worldwide—empowering Every Point Of Success in their business growth.

With a growing presence across Southeast Asia, we’re looking for passionate individuals to join our diverse and driven teams. Be part of our journey as we expand to create meaningful, impactful changes for businesses around the world.

Role Overview

We are seeking an Operations Onboarding Specialist to support merchants onboarding onto our payment solutions, requiring lots of communications with internal stakeholders. This role ensures smooth, fast, and accurate onboarding across our payment solutions, while acting as a key bridge between internal teams, partners, and merchants. This person must possess direct experience in payments.

Key Responsibilities

Merchant Onboarding & Support

• Act as the operational SME for merchant onboarding across payment backend and POS solutions.
  
• Support backend payment onboarding through configuration, testing, and validation.
  
• Manage low-volume, fast-turnaround onboarding and deployments.
  
• Support payment devices onboarding, including configuration, deployment coordination, and post-deployment support.
  

Operations & Deployment Management

• Oversee end-to-end merchant onboarding, including system setup, device configuration, and site installations.
  
• Ensure timely, accurate, and smooth deployment of POS systems, payment terminals, and Soundbox devices.
  
• Coordinate closely with Sales, Technical, and Operations teams to ensure seamless handover and successful go-live.
  
• Act as the operational point of contact to ensure alignment across stakeholders and high client satisfaction.
  

Customer Support & Issue Resolution

• Serve as the escalation point for complex or high-impact customer issues and drive resolution efficiently.
  
• Work with internal teams to troubleshoot onboarding, deployment, and post-launch issues.
  
• Identify recurring issues and implement process improvements to reduce repetitive support tickets.
  
• Maintain high levels of merchant satisfaction throughout onboarding and post-deployment phases.
  

Reporting & Process Improvement

• Prepare weekly and monthly reports on onboarding progress, deployment status, and operational performance.
  
• Review existing workflows to improve efficiency and reduce onboarding and deployment lead times.
  
• Support management in optimizing operational procedures, documentation, and SOPs.
  
• Proactively identify gaps in onboarding processes and recommend scalable improvements.

• 3-6 years of experience in operations, onboarding, fintech, payments, or merchant solutions. Must have experience in payments.
  
• Strong understanding of payment systems, and merchant onboarding workflows.
  
• Experience with backend systems, configuration, and testing environments.
  
• Strong stakeholder management and communication skills.
  
• Ability to manage multiple onboarding cases in a fast-paced environment.