Associate - Customer Success || Return Prime

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: Bengaluru, Gurugram

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.
  
  

Our Core Value Cultures

• Merchant 1st
• Innovation
• Talent

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.