Why This Role Matters
What You’ll Own
- Monitor daily payment transactions and payment workflows to ensure accurate and timely processing.
- Track customer refunds and merchant settlements, ensuring discrepancies are identified and resolved promptly.
- Perform transaction-level reconciliation and investigate mismatches, exceptions, and payment failures.
- Act as a point of contact for payment-related issues raised by internal teams, merchants, customers, and payment partners.
- Investigate and resolve issues related to failed transactions, chargebacks, fraud alerts, and other payment exceptions.
- Work closely with Technology and other cross-functional teams to troubleshoot and resolve operational issues.
- Prepare regular reports and track key payment metrics such as transaction success rates, exceptions, refunds, and settlements.
- Analyse payment data to identify trends, recurring issues, operational risks, and opportunities for improvement.
- Identify process gaps and contribute to improving payment operations, reducing errors, and increasing efficiency.
- Help create and maintain SOPs, process documentation, and best practices for payment processing and issue resolution.
- Ensure payment operations are aligned with internal policies, regulatory requirements, and relevant industry standards.
- Support merchants and customers with payment-related queries and ensure timely resolution.
Who You Are
- 2–3 years of experience in payment operations, financial services, fintech, eCommerce operations, or a similar role.
- Bachelor's degree in any relevant discipline.
- Strong analytical and problem-solving skills with exceptional attention to detail.
- Familiarity with payment gateways, transaction processing, payment reconciliation, refunds, settlements, and payment exceptions.
- Proficiency in Excel and comfortable working with data, reports, and operational dashboards.
- Strong communication and interpersonal skills, with the ability to coordinate effectively across multiple teams and external stakeholders.
- Comfortable managing multiple priorities in a fast-paced, high-volume environment.
- Proactive in identifying issues, investigating root causes, and driving them towards resolution.
- Exposure to the eCommerce ecosystem or digital payments is an added advantage.
Why GoKwik
Skills Required
- 2-3 years of experience in payment operations, financial services, fintech, eCommerce operations, or a similar role
- Bachelor's degree in a relevant discipline
- Strong analytical and problem-solving skills with exceptional attention to detail
- Familiarity with payment gateways, transaction processing, payment reconciliation, refunds, settlements, and payment exceptions
- Proficiency in Excel and comfort working with data, reports, and operational dashboards
- Strong communication and interpersonal skills
- Ability to coordinate across multiple teams and external stakeholders
- Ability to manage multiple priorities in a fast-paced, high-volume environment
- Proactive issue investigation and root-cause resolution skills
- Exposure to the eCommerce ecosystem or digital payments
What We Do
GoKwik is a data & technology led enabler, building a full-stack solution suite for eCommerce and D2C brands to help them unlock business growth. Embarked on a mission to democratise the shopping experience, GoKwik enables eCommerce brands to deliver superlative customer experience across the shopping funnel thereby boosting conversion rates and revenue growth. It also solves for other critical pain points of the industry such as COD RTO (Return to Origin) and helps brands manage the RTO problem while offering COD as a payment channel. With its recent addition of a third product: KwikChat, GoKwik is solving for low ROIs on marketing campaigns through 30+ Whatsapp use cases such as abandoned cart recovery, click to whatsapp ad campaigns & headless checkout. 1 in 3 shoppers is already shopping on the GoKwik network that has helped 500+ brands scale their businesses with higher GMV realisation & profit margins. It is helmed by Chirag Taneja (Co-Founder and Chief Executive Officer), Vivek Bajpai (Co-Founder and Chief Technology Officer), and Ankush Talwar (Co-Founder and Chief Data Scientist). GoKwik is backed by investors such as Sequoia Capital, Matrix Partners India, RTP Global & Think Investments. GoKwik's team has deep knowledge in the space of eCommerce with people having previous experience in Flipkart, Razorpay, Swiggy, Myntra, Nykaa, and more.
