- Manage early-stage, growing brands with <₹5L monthly GMV
- Work closely with merchants who are often first-time online sellers or retail shopkeepers
- Lead retention saves, pricing conversations, and churn mitigation
- Provide hands-on support for technically unsound users – setup, training, understanding dashboards and reports
- Offer real-time support on basic operational needs like order reconciliation, shipping issues, and RTO queries
- Drive Performance calls on a need basis.
- Manage high daily inflow of support tickets across email, WhatsApp, chat, and live call
- Offer voice support and guidance as many merchants are not comfortable with chat or email
- Resolve ad-hoc queries and repetitive operational blockers directly with merchant teams
- Collaborate internally to resolve frequent escalations and repetitive doubts
- Prior exposure to B2B SaaS, AdTech, FinTech, or eCommerce environments
- Experience working in a customer-facing role and influencing product or tech adoption
- Strong data skills—comfortable with Excel, Metabase, and analyzing conversion metrics
- Ability to structure problems, derive insights, and drive outcomes with speed
- A growth mindset—comfortable in startup chaos and ready to create impact fast
- Strong communication and stakeholder management skills
Skills Required
- Prior exposure to B2B SaaS, AdTech, FinTech, or eCommerce environments
- Experience in a customer-facing role
- Experience influencing product or technology adoption
- Strong Excel skills
- Experience using Metabase
- Ability to analyze conversion metrics
- Ability to structure problems, derive insights, and drive outcomes quickly
- Growth mindset and comfort working in startup environments
- Strong communication skills
- Strong stakeholder management skills
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.
