About the Role
Role details below.
Responsibilities
- Manage the onboarding of new merchants from signed deal through to successful launch.
- Guide merchants through portal setup, company and profile setup, onboarding requirements, and go-live preparation.
- Support merchants with key setup steps such as account creation, payment setup, content collection, and required operational configuration.
- Run onboarding calls and make sure merchants understand the process, timeline, and next steps.
- Coordinate internally with Ops, Product, Merchant Support, and Merchant Success to keep onboarding moving smoothly.
- Improve onboarding checklists, playbooks, templates, and internal documentation.
- Identify where merchants get stuck and help reduce friction in the onboarding flow.
- Ensure merchants leave onboarding with clear action items and ownership on next steps.
- Support the development of a more self-serve onboarding flow by flagging gaps in process, communication, and product.
- Help improve time to go-live and onboarding quality across different merchant types and partner flows.
Requirements
- You have experience in onboarding, implementation, account setup, customer success, or operations.
- You are comfortable guiding customers through structured setup processes.
- You know how to balance speed, quality, and customer experience.
- You are highly organized and good at managing multiple onboarding tracks at once.
- You follow through and do not let open actions drift.
- You are proactive and solve issues before they become blockers.
- You communicate clearly and confidently with both customers and internal teams.
- You know how to break down complex steps into something practical and understandable.
- You speak and write fluent Dutch and English.
Nice to Have
- Experience in hospitality, SaaS, e-commerce, marketplaces, or logistics.
- Experience with HubSpot, Stripe, Shopify, or onboarding systems.
- Experience improving onboarding journeys, documentation, or operational processes.
Benefits
- Competitive Salary - you’ll grow with us.
- Shape the Future: Your contributions will define what SOUS becomes.
- Flexibility: While we’re primarily on-site, we value flexibility when it makes sense.
- Passion-Driven Team: Join a group of foodies and techies who love solving big problems.
- High Impact: Be part of a mission that’s changing the way F&B creators succeed.
Compensation
Competitive Salary
Additional Information
- Fluent Dutch and English language skills are required.
- The role is primarily onsite but with flexibility when appropriate.
