About GoKwik
GoKwik is a growth operating system designed to power D2C and eCommerce brandsfrom checkout optimisation and reducing return-to-origin (RTO), to payments, retention, and post-purchase engagement. Today, GoKwik enables 15,000+ merchants worldwide and processes $2B+ in GMV annually. Our fintech products power seamless, compliant, and scalable customer payment experiences across India.
Why This Role Matters
This is a customer-supportfirst role with a strong focus on outbound calling and repayment risk handling. You will act as the primary point of contact for customers facing repayment issues, mandate bounces, or payment failures. Your work directly impacts collections efficiency, customer experience, and compliance across GoKwik's payment and lending flows.
What You'll Own
Customer Support & Calling
- Act as first-level customer support through outbound and inbound calls.
- Handle customer queries related to UPI mandate failures, bounced payments, dues, repayment methods, refunds, settlements, and other product-related concerns.
- Proactively call customers with mandate bounces to drive timely collections.
Collections & Repayment Enablement
- Educate customers on repayment processes, UPI AutoPay setup, reattempts, and alternate payment options.
- Resolve customer concerns empathetically while maintaining a strong focus on timely collections.
- Follow defined call scripts, support SOPs, and compliance guidelines at all times.
Case Management & Cross-functional Coordination
- Maintain accurate records of customer interactions, disputes, and resolutions in CRM systems.
- Escalate complex or sensitive cases to Risk, Product, or Tech teams and follow up until closure.
- Meet daily and monthly targets for call productivity, resolution TAT, and collections.
Insights & Continuous Improvement
- Share recurring customer issues and patterns with internal teams.
- Contribute insights to improve repayment journeys, product flows, and self-serve support experiences.
Who You Are
- 13 years of experience in Customer Support, Telecalling, or Collections roles, preferably within FinTech, NBFC, or BFSI.
- Hands-on experience with outbound calling and payment or repayment-related customer conversations.
- Familiarity with EMI, UPI AutoPay mandates, BNPL, or lending products is a strong plus.
- Ability to handle irate or distressed customers with patience and professionalism.
- Comfortable working in a target-driven, SLA-focused environment.
- Basic working knowledge of CRM tools, ticketing systems, and spreadsheets.
Why GoKwik
At GoKwik, you will be part of a fast-growing fintech company building critical infrastructure for India's eCommerce ecosystem. You will gain hands-on exposure to large-scale payment and lending systems while working in a structured, compliance-first environment. The role offers clear performance metrics, strong process orientation, and opportunities to grow into senior support, risk, or operations roles as the company scales.
