About GoKwik
GoKwik is a growth operating system built to maximise D2C and eCommerce GMV. From checkout optimisation and RTO reduction to payments, retention, and post-purchase engagement, we help brands scale profitably. Today, GoKwik powers 15,000+ merchants globally and processes $2B+ in GMV annually. Backed by RTP Global, Z47, Peak XV, and Think Investments, we are building AI-led, product-first solutions that scale through PLG.
Why This Role Matters
As GoKwik scales, merchant support must evolve from reactive ticket resolution to a structured, automation-led system that reduces dependency and improves speed. This role is critical to ensuring high-quality query resolution while driving automation across repetitive workflows.
You will own end-to-end merchant support outcomes, lead a support team, and work closely with Product and Tech to reduce manual interventions through self-serve tooling, bots, and workflow automation. The success of this role will be measured through SLA performance, reduced ticket volume, and efficiency gains.
What You'll Own
Merchant Query Resolution
- Own end-to-end resolution of daily merchant queries across WhatsApp, email, dashboard, and calls
- Act as the final escalation point for complex or high-impact issues
- Ensure SLAs, TATs, and quality benchmarks are consistently met
- Identify recurring issues and drive permanent fixes through structured closure
Process & Automation (Core Focus)
- Identify high-volume and repetitive merchant queries suitable for automation
- Work with Product and Tech teams to build self-serve dashboards, workflows, and FAQs
- Drive implementation of bots, rule engines, and auto-resolution flows
- Reduce manual interventions and improve resolution efficiency at scale
- Track manpower savings and measurable efficiency gains from automation initiatives
Team Management
- Lead, train, and upskill the merchant support team
- Build SOPs, macros, and resolution playbooks to improve turnaround time
- Optimise shifts, queue management, and workload distribution
- Drive productivity metrics including tickets per agent and first-contact resolution
Data & Continuous Improvement
- Analyse ticket data to identify patterns, root causes, and leakage points
- Build dashboards to track ticket volume, SLA adherence, backlog, and automation coverage
- Continuously improve processes to reduce merchant dependency on support
Cross-functional Collaboration
- Partner with Product, Tech, Ops, and Risk teams to close gaps and improve workflows
- Translate merchant issues into clear product requirements and prioritised fixes
- Support rollouts of new internal tools, automation systems, and process upgrades
Key Metrics You'll Own
- Ticket volume per merchant
- SLA adherence and resolution TAT
- Percentage of queries auto-resolved / deflected
- Tickets per agent and team productivity
- Manpower reduction driven through automation
- Repeat issue rate and escalation frequency
Who You Are
- 5–8 years of experience in Merchant Support, Operations, Customer Experience, or Support Operations
- 1–3 years of team handling experience
- Strong understanding of support workflows, ticketing systems, SLAs, and escalation frameworks
- Experience working with Product and Tech teams on automation, tooling, or workflow improvements
- Strong analytical mindset with comfort in dashboards, reporting, and root-cause analysis
Why GoKwik
At GoKwik, merchant experience is directly linked to product adoption and retention. This role offers strong ownership, high cross-functional visibility, and the opportunity to build scalable support systems through automation. You will play a key role in transforming merchant support into a high-efficiency, product-driven function.
Required Skills
Ownership stakeholder management Problem-solving customer Success analytics Team Management Business growth
