Why This Role Matters
What You’ll Own
- Shipment Query Management: Respond to daily shipment-level queries from merchants across email, ticketing systems, WhatsApp, and calls.
- Shipment Investigation: Investigate order and shipment status using KwikShip and courier dashboards and provide merchants with clear, accurate, and timely updates.
- Issue Resolution: Own common shipment-related issues end-to-end, including pickup delays, stuck or misrouted shipments, NDR follow-ups, delivery disputes, lost or damaged parcels, and RTO queries.
- Internal Coordination: Work closely with Operations and relevant internal teams to investigate and resolve merchant issues within defined timelines.
- Account Manager Collaboration: Keep Account Managers informed about high-impact, recurring, or account-level issues that may affect merchant relationships.
- Escalation Management: Identify and escalate issues that could impact SLAs, merchant experience, or business continuity, ensuring all relevant context is provided.
- Ticket & SLA Management: Own the ticket queue for assigned merchants and ensure first response and resolution are delivered within agreed TATs.
- Prioritisation: Prioritise issues based on urgency and business impact, particularly during sale events, peak periods, and high-volume business days.
- Process Improvement: Identify recurring issues and operational bottlenecks and work with relevant teams to improve resolution processes and merchant experience.
Who You Are
- 2–4 years of experience in Business Operations, Customer Success, Customer Support, Operations, or a similar role.
- Experience handling customer or merchant queries in a fast-paced environment.
- Strong problem-solving skills with the ability to investigate issues, identify root causes, and drive them to closure.
- Strong ownership mindset with the ability to independently manage multiple issues and priorities.
- Excellent written and verbal communication skills, with the ability to communicate clearly and calmly during escalations.
- Comfortable working with dashboards, ticketing systems, and operational data.
- Strong attention to detail and ability to maintain accuracy while handling high query volumes.
- Experience in eCommerce, D2C, logistics, shipping, SaaS, or high-growth startups is a strong plus.
Why GoKwik
Skills Required
- 2-4 years of experience in Business Operations, Customer Success, Customer Support, Operations, or a similar role
- Experience handling customer or merchant queries in a fast-paced environment
- Strong problem-solving skills, including investigating issues, identifying root causes, and driving resolution
- Strong ownership and ability to independently manage multiple issues and priorities
- Excellent written and verbal communication skills
- Ability to communicate clearly and calmly during escalations
- Comfort working with dashboards, ticketing systems, and operational data
- Strong attention to detail and ability to maintain accuracy while handling high query volumes
- Experience in eCommerce, D2C, logistics, shipping, SaaS, 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.
