Manager- Customer Engineering

About GoKwik

Why This Role Matters

What You ll Own

• Lead and manage L1 & L2 MerchantCare teams across chat, email, ticketing systems, Slack communities, and integrated support portals.
• Deliver a consistent and high-quality merchant experience by tracking case handling, communication standards, and RCA depth.
• Define and optimise SLAs, escalation paths, and response metrics across all GoKwik products.
• Plan and execute readiness for 24/7 L1 support operations, including staffing, training, and process alignment.
• Oversee troubleshooting of integration issues (Shopify, WooCommerce, APIs), product incidents, and configuration gaps.
• Guide L2 teams in debugging logs, workflows, and product behaviours; ensure accurate documentation of fixes.
• Drive cross-functional alignment with Product, Engineering, QA, Customer Engineering, and Customer Success for escalations and issue prioritisation.
• Build scalable processes for ticket triaging, JIRA sync, incident communication, and escalation management.
• Implement quality audit frameworks, ensure RCA completeness, and reduce repeat issues.
• Own knowledge management including SOPs, playbooks, troubleshooting guides, and training content.
• Promote automation and self-service adoption through chatbots, in-product help, and AI support tools.
• Coach, mentor, and grow a strong team of Technical Support Specialists and SMEs.
• Manage scheduling, workload distribution, and performance evaluations.
• Represent merchant pain points, support readiness, and recurring patterns during product launches and reviews.

Who You Are

• 7-10 years of experience, with at least 2-3 years in support leadership or team management roles.
• Experience in SaaS or product-led tech companies; startup or scaling-stage background preferred.
• Solid understanding of web technologies, APIs, checkout flows, and eCommerce platforms like Shopify and WooCommerce.
• Hands-on exposure to ticketing tools such as Zendesk, Freshdesk, Intercom, and JIRA.
• Analytical mindset with comfort working across dashboards and operational metrics.
• Strong communication skills with a structured, solution-oriented approach.
• Ability to work in high-growth environments with strong ownership.

Why GoKwik