Customer Experience Associate

Why Shopflo Shopflo started with a simple belief - checkout is the most under-innovated part of ecommerce. We built India’s checkout-as-a-service platform for D2C brands, helping over 1,000 merchants improve conversion rates, reduce fraud COD orders, and deliver a seamless buying experience. Brands like Dot & Key, Nestasia, and The Sleep Company trust us to run their checkout. In 2026, we were acquired by Pine Labs - one of India’s most established fintech infrastructure companies. That means we now have the distribution, merchant relationships, and resources of a large fintech, while continuing to operate with the pace and ownership culture of a product team. Startup DNA. Enterprise backing. Real product. Real traction. About the Role We are looking for a Customer Experience Associate to own merchant relationships and help customers get the most out of Shopflo. You will be the first point of contact for merchants, helping them troubleshoot issues, adopt the right features, and continuously improve their experience with the product. What You Will Do Own day-to-day customer interactions across phone, chat, and email Troubleshoot product and technical issues by reproducing bugs, understanding API responses, and identifying root causes Guide merchants on product features and help them get more value from Shopflo Identify upsell and expansion opportunities and work with Sales to take them forward Capture customer feedback and share insights with Product, Sales, and Marketing Document issues, resolutions, and recurring patterns to improve support processes What We Are Looking For 2+ years of experience in SaaS customer support or customer experience Strong communication and problem-solving skills Experience with tools like Freshdesk, Intercom, or Zoho Comfortable using basic developer tools such as browser console and Postman Basic understanding of SQL or product dashboards Curiosity and willingness to dig into technical issues Shopify or ecommerce experience is a plus.