Why This Role Matters
What You’ll Own
- Merchant Onboarding & Operational Readiness: Drive end-to-end merchant onboarding and ensure operational workflows are set up for smooth execution.
- Operational Workflow Management: Own day-to-day processes, monitor service-level agreements (SLAs), and ensure timely and accurate execution.
- Process Improvement: Identify bottlenecks, eliminate inefficiencies, and streamline manual workflows to improve productivity and customer experience.
- AI & Automation: Leverage AI tools and technology to automate repetitive tasks, simplify workflows, and improve operational efficiency.
- Data Analysis & Insights: Analyse operational data, identify trends, and recommend actionable improvements to business processes.
- Cross-Functional Collaboration: Work closely with Customer Success, Product, Engineering, and Business teams to resolve merchant challenges and improve service delivery.
- Merchant Experience: Understand recurring merchant pain points, act as the voice of the customer, and drive improvements across operational touchpoints.
- Scalable Systems & Documentation: Build and improve standard operating procedures, process documentation, and workflows that support business growth.
Who You Are
- Have 1–2 years of experience in Operations, Business Operations, Customer Success Operations, Program Management, Customer Support, or a related role.
- Possess strong analytical, problem-solving, and stakeholder management skills.
- Are proficient in Excel or Google Sheets and comfortable working with operational data.
- Are familiar with AI tools such as ChatGPT, Gemini, or Claude and actively explore ways to use technology to work smarter.
- Have strong written and verbal communication skills, along with attention to detail.
- Can manage multiple priorities, adapt quickly, and work effectively in a fast-paced environment.
- Demonstrate a strong learning mindset, curiosity, and willingness to take ownership beyond assigned tasks.
- Have prior experience in SaaS, D2C, eCommerce, FinTech, or a high-growth startup environment; this is an added advantage.
Why GoKwik
Skills Required
- 1-2 years of experience in Operations, Business Operations, Customer Success Operations, Program Management, Customer Support, or a related role
- Strong analytical and problem-solving skills
- Strong stakeholder management skills
- Proficiency in Excel or Google Sheets
- Familiarity with AI tools such as ChatGPT, Gemini, or Claude
- Strong written and verbal communication skills
- Attention to detail
- Ability to manage multiple priorities and adapt quickly in a fast-paced environment
- Strong learning mindset, curiosity, and willingness to take ownership
- Prior experience in SaaS, D2C, eCommerce, FinTech, or a high-growth startup environment
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.
