About our company 

At Alma, we’re reinventing finance to serve those who matter most: merchants and consumers. Our instalment and deferred payment solutions help merchants boost sales by up to 20%, increase customer loyalty, and deliver a seamless shopping experience — all without encouraging debt. As the BNPL leader in France and active in 10 European countries, we’ve empowered over 21,000 merchants and 8 million consumers. With a team of 340+ and a €115M Series C funding round, Alma is rapidly scaling across Europe — and this is just the beginning...

About the job

You will join the Merchant Operations team, part of Global Operations (Build & Projects).

Merchant Operations ensures that merchants have the best experience throughout their entire lifecycle: from onboarding to activation, risk monitoring and post-go-live care. The team works on improving processes, reducing friction, and creating long-term value for merchants.

About the mission 

You will play a key role in post-onboarding activation and merchant care, working hand-in-hand with the Activation team, Merchant Care, Revenue Operations, and Product to unblock merchant frictions and execute operational playbooks.

With the support and guidance of the Merchant Operations Senior Manager, you will carry out structured tasks that ensure merchants go live smoothly and start generating volume (TPV) quickly, supporting merchants throughout their whole life at Alma.

Your day-to-day will include:

• Monitoring merchant activity post-onboarding and flagging blockers early
• Supporting Merchant Care in creating and improving existing processes, ensuring smooth cross-team communication
• Coordinating actions cross-teams
• Analyzing data to identify trends, pain points, and opportunities to improve the merchant experience
• Collaborating with Merchant Risk Associate to ensure merchants move smoothly from onboarding to activation
• Updating tracking and internal documentation to keep our monitoring clean and reliable
• Following performance trends and ensuring we stay on track with activation and care objectives (SLA, activation rate, TPV milestones)

This role is ideal for someone who wants to learn “Build” Operations, build analytical and cross-team collaboration skills, and progressively grow toward more ownership as they gain experience.

💡 Main Missions

As a Merchant Operations Care & Activation Analyst, your mission will be to support merchants throughout their lifecycle, making sure we can properly answer all their questions and contribute to process improvements that help them activate and grow their volume.

You will:

• 🔧 Build & improve processes
  • • Support Merchant Care and Activation in building or improving existing processes to reduce friction and improve merchant experience
    • Document operational playbooks, workflows, and process changes
• 📊 Analyse data & monitor performance
  • • Track activation stages and merchant activity to ensure we stay on track with operational objectives (CSAT, SLA, activation KPIs, Long Tail TPV milestones)
    • Identify trends and blockers through data and propose improvement opportunities
• 🤝 Cross-team collaboration
  • • Coordinate operational actions with Merchant Care, Activation, Merchant Risk, Revenue and Product
    • Ensure smooth communication across teams and keep all stakeholders informed
• ⌨️ Operational execution
  • • Update tracking and internal documentation
    • Follow up on needs or actions based on strategy and playbooks

About you

Must-have:

• 0-3 years experience in build operations
• You are fluent in English & French
• You have strong communication, organizational and prioritization skills
• You are comfortable working with Ppt, Google Sheets (basics)
• A problem-solving and “doer” mindset

Nice-to-have:

• Experience in operations, customer support, onboarding, or sales
• Familiarity with tools such as Zendesk, Looker, Notion or Salesforce

Soft skills

• Structured and reliable: you follow through and close loops
• Curious and eager to learn about operations and cross-team collaboration
• Comfortable working in an environment where things evolve fast

You're not sure if you meet 100% of the criteria and that's making you hesitate to apply?

👉At Alma, we believe that diversity drives innovation and strengthens our community and are committed to creating a workplace where everyone feels respected, valued, and empowered to contribute. We are proud to be an equal opportunity employer and welcome applicants from all backgrounds and experiences. All employment decisions are made based on qualifications, experiences, merit, and business needs without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other legally protected characteristic. 

So please take your chance, apply anyway ! 

About the recruitment process

• People Interview
• Interview with Jade, the Merchant Operations Senior Manager [30 min]
• Take home case study
• Case study presentation with Senior Manager (Jade), Merchant Risk Associate (Romane), and Customer Operations Team lead (Zora) [1 hour]
• Team fit with Head of Ops Project & Build (Maureen) & Activation (Eric) [20 min]

#LI-Hybrid