Senior Associate - Business Operations

About GoKwik 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…