Onboarding Specialist

Role summary

The Onboarding Specialist supports the operational process that moves new merchants and providers from intake to activation readiness on the TeamZoro platform. This role handles partner-facing communication, documentation follow-up, readiness checks, and structured handoffs that help keep onboarding workflows moving efficiently.

This role suits someone who is organized, responsive, and comfortable managing document-led work with external stakeholders. The role requires strong coordination habits, disciplined tracking, and the ability to maintain a professional experience while protecting internal standards and process quality.

Responsibilities

• Support the onboarding of new merchants and providers through documentation follow-up, status tracking, and readiness coordination.
• Communicate clearly with external partners about required steps, missing information, and activation timelines.
• Review onboarding checklists and ensure required records are complete, organized, and ready for internal review.
• Maintain accurate case notes, onboarding logs, and document status updates in the assigned systems.
• Escalate blockers, quality concerns, or unclear submissions through the correct internal workflow.
• Coordinate with verification, operations, finance, or related teams when onboarding requirements intersect.
• Help maintain onboarding playbooks, templates, and process documentation.
• Contribute to throughput tracking and identify recurring causes of delay or incomplete activation readiness.

Required qualifications

• Diploma or bachelor's degree in business, management, operations, or a related discipline.
• 1+ year of experience in onboarding, account operations, customer operations, coordination, or document-led administrative work.
• Strong written and verbal communication skills in English.
• Strong organizational skills and attention to detail.
• Ability to manage multiple cases or workflows simultaneously while maintaining quality.
• Comfort working with structured processes, trackers, and documentation systems.

Preferred experience

• Experience in merchant onboarding, provider onboarding, vendor coordination, or partner operations.
• Exposure to KYC, document verification, or compliance-aware process environments.
• Experience in a digital platform or technology-enabled business.
• Working knowledge of Sinhala or Tamil in addition to English.

Skills

• Onboarding coordination
• Documentation handling
• Partner communication
• Process discipline
• Case tracking
• Operational support
• Attention to detail
• Follow-up management

Benefits

• Monthly gross salary in LKR with structured performance review cycles.
• Paid annual leave and public holiday entitlements in line with company policy.
• Health and wellbeing support available to full-time employees.
• Direct exposure to supply-side activation and platform readiness operations.
• Professional development support for role-relevant training and certifications.

Equal opportunity

TeamZoro is an equal opportunity employer. We assess applicants based on capability, experience, judgment, and role alignment without discrimination based on race, ethnicity, religion, gender, sexual orientation, age, disability, marital status, or any other protected characteristic under applicable law.

Application instructions

Apply through TeamZoro Careers with an up-to-date CV. Include examples of onboarding coordination, document-led workflows, or partner support work where possible. Shortlisted candidates will be contacted for the next stage.