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 solid 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 pro

📌 Senior Associate (Gurugram)
🏢 GoKwik
📍 Gurugram