Associate - Customer Success

Job Description

About Us GoKwik was founded in 2020 with one simple mission, to democratize the shopping experience and increase the GMV realization for e-commerce businesses. The company is backed by Sequoia Capital India, Matrix Partners India, RTP Global, and marquee angels. GoKwik is an e-commerce enablement company focussed predominantly on solving crucial e-commerce issues like boosting conversion rates across the e-commerce funnel and reducing RTO for our partners. It leverages AI/ML technologies to solve hard-hitting problems like RTO to increase CoD conversion rates. GoKwik's 1-click Kwik checkout improves checkout conversion rates ensuring higher GMV realization and reduced marketing CAC. Job Title: Associate - Customer Success Location: Gurgaon (Preferred) Languages Required: English & Hindi Working Hours: 10 AM – 7 PM (Monday to Friday), Availability on weekends as needed About The Role We are looking for a proactive and tech-savvy Customer Success profile who can confidently interact with brands, support post-onboarding merchant integration, and ensure a seamless experience across product, technical, and policy-related touchpoints. This role serves as a bridge between merchants and internal teams (especially product and tech), ensuring smooth onboarding, continuous support, and relationship management after the Shopify store goes live. Key Responsibilities Act as the primary point of contact for merchants after onboarding. Handle queries related to Shopify dashboard, policies, technical changes, and overall platform navigation. Provide integration support, especially around 1 month after go-live. Liaise with product and tech teams to communicate merchant feedback and resolve issues. Assist merchants in understanding Shopify workflows, RP (Return Policies or related modules), APIs, and other tech processes. Build and nurture strong relationships with merchant partners. Stay up to date with policy changes and platform updates to proactively support merchants. Requirements Strong communication skills in English and Hindi. Comfortable speaking with brands and merchants at all levels. Willingness to work beyond standard hours and support over weekends if needed. Basic technical understanding of Shopify, Java, APIs, and dashboard functionalities. Prior experience in customer success, support, or Shopify integrations is a plus. Based in or willing to relocate to Gurgaon (preferred for collaboration). Our Core Value Cultures Merchant 1st Innovation Talent Show more Show less