Technical Implementation Manager, Merchant Onboarding

About Swap

Swap is the infrastructure behind modern agentic commerce, providing the only AI-native platform connecting backend operations with a forward-thinking storefront experience. Built for brands aiming to sell anything, anywhere, Swap centralizes global operations, powers intelligent workflows, and enables margin-protecting decisions through real-time data and capability. Our comprehensive products cover cross-border commerce, tax, returns, demand planning, and our next-generation agentic storefront, offering merchants full transparency and the confidence to act.

At Swap, we cultivate a culture that prioritizes clarity, creativity, and shared ownership, striving to redefine global commerce.

About The Role

This role is perfect for professionals who thrive at the intersection of technology, operations, and client delivery. As a Technical Implementation Manager, Merchant Onboarding at Swap, you will guide merchants through their entire implementation journey, encompassing technical discovery, solution design, platform configuration, testing, and ultimately, launch. You will work closely with merchant eCommerce, operations, and technical teams to deeply understand their systems and data flows, expertly configure the Swap platform, and provide essential support through integration challenges and workflow optimization.

Success in this position requires robust organizational skills, a strong grasp of technical concepts like APIs and data structures, and a natural ability to forge trusted client relationships. You will be instrumental in ensuring merchants rapidly and successfully adopt Swap, paving a smooth and confident path to realizing value.

Key Responsibilities

• Lead merchants through the complete end-to-end onboarding process, effectively managing both technical and operational workstreams to guarantee a smooth and timely launch.
• Conduct thorough technical discovery to gain an in-depth understanding of merchant systems, data structures, workflows, and specific integration requirements.
• Precisely configure and rigorously test merchant environments, including API connections, workflow logic, data mappings, and platform settings, ensuring perfect alignment with their business objectives.
• Provide critical support to merchants through integration troubleshooting, meticulously analyzing payloads, logs, and system behavior to drive swift resolution.
• Maintain clear and proactive communication with merchant stakeholders, offering expert guidance, timely updates, and strategic recommendations throughout the entire onboarding journey.
• Deliver highly effective training and enablement sessions, empowering merchant teams to confidently adopt Swap’s products and optimize their workflows.
• Collaborate closely with Product, Engineering, Operations, and Sales teams to efficiently escalate issues, validate solutions, and relay invaluable insights that contribute to continuous product and process improvement.
• Utilize data and implementation metrics to consistently monitor onboarding progress, proactively identify potential risks, and continuously refine the onboarding playbook for enhanced efficiency.

What we would like to see:

• 2–5 years of proven experience in technical onboarding, implementation engineering, solutions engineering, or a similar hybrid technical–client delivery role.
• A strong understanding of APIs, JSON, HTTP, and core web technologies, coupled with the adeptness to diagnose and resolve complex integration issues.
• Comfortable interpreting various data sets to inform decision-making and facilitate effective troubleshooting.
• Exceptional ability to translate intricate technical concepts for both highly technical and non-technical audiences, fostering confidence and clarity among all stakeholders.
• Superior organizational and prioritization skills, demonstrating the capability to successfully manage multiple concurrent onboarding projects.
• Proven track record of driving implementations forward efficiently, expertly managing complexity, sustaining momentum, and achieving successful outcomes within demanding timelines.
• A product-curious mindset, eager to quickly learn new systems and proficiently shape workflows that maximize user value.
• Previous experience within an eCommerce environment, alongside knowledge of Shopify and/or logistics operations, is highly desirable.

Key skills/competency

• Technical Onboarding
• Client Delivery
• API Integration
• JSON
• HTTP
• eCommerce Platforms
• Solution Design
• Troubleshooting
• Project Management
• Stakeholder Communication