Why This Role Matters
What You'll Own
- Own end-to-end merchant onboarding, operational readiness, and support processes to deliver a seamless merchant experience.
- Drive critical operational workflows while ensuring SLA adherence and operational excellence.
- Identify process bottlenecks and implement scalable solutions to improve efficiency and customer experience.
- Leverage AI tools and technology to automate manual workflows, improve productivity, and simplify day-to-day operations.
- Analyze operational data, uncover actionable insights, and recommend improvements that drive business outcomes.
- Partner closely with Customer Success, Product, Engineering, and Business teams to resolve merchant challenges at scale.
- Act as the voice of the merchant by identifying recurring pain points and driving continuous process improvements.
- Create and maintain SOPs, operational documentation, and scalable processes that support business growth.
Who You Are
- 1–3 years of experience in Business Operations, Operations, Customer Success Operations, Program Management, Customer Support, or similar roles.
- Strong analytical and problem-solving skills with a data-driven approach to decision-making.
- Proficient in Microsoft Excel and Google Sheets, with the ability to work comfortably with operational data.
- Familiar with AI tools such as ChatGPT, Gemini, Claude, or similar, and enthusiastic about using technology to improve efficiency.
- Excellent communication, stakeholder management, and collaboration skills.
- Detail-oriented, highly organized, and capable of managing multiple priorities in a fast-paced environment.
- Adaptable, proactive, and committed to continuous learning and improvement.
- Prior experience in SaaS, D2C, eCommerce, FinTech, or high-growth startup environments is an added advantage.
Why GoKwik
Skills Required
- 1-3 years of experience in Business Operations, Customer Success Operations, Program Management, or similar
- Strong analytical and problem-solving skills with a data-driven approach
- Proficient in Microsoft Excel and Google Sheets
- Familiarity with AI tools (ChatGPT, Gemini, Claude or similar)
- Excellent communication, stakeholder management, and collaboration skills
- Detail-oriented, highly organized, and able to manage multiple priorities
- Ability to create and maintain SOPs and operational documentation
- Prior experience in SaaS, D2C, eCommerce, FinTech, or high-growth startups
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.
