Senior Associate - Business Operations

Role overview

Senior Associate - Business Operations at GoKwik

Employment details

• Location: Gurugram [India]

About the employer

• GoKwik is building the growth operating system for D2C and eCommerce brands, enabling businesses to optimise checkout, reduce RTO, power payments, drive retention, and unlock post-purchase engagement.
• With 15,000+ merchants globally and a growing presence across India, the UK, Europe, and the US, GoKwik is building technology and financial infrastructure that powers the next generation of digital commerce.
• Why This Role Matters As a Senior Associate – Business Operations, you will play a critical role in ensuring a seamless shipping experience for GoKwik’s merchants.
• You will be responsible for handling shipment-level queries, resolving operational issues, managing support tickets, and coordinating with internal Operations and Account Management teams to ensure timely resolution.
• The role requires strong ownership, attention to detail, and the ability to operate effectively in a fast-paced environment where quick and accurate problem-solving directly impacts merchant experience.
• 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 At GoKwik, you’ll have the opportunity to work at the intersection of technology, operations, and eCommerce while directly influencing the experience of thousands of merchants.
• You’ll solve real-time business and operational challenges, work closely with cross-functional teams, and gain deep exposure to the D2C commerce and logistics ecosystem.
• With a high-ownership culture and a fast-paced environment, this role offers the opportunity to build strong operational expertise while creating measurable impact at scale.