Senior Associate - Business Operations

About GoKwik

Why This Role Matters

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 during escalations.
• Comfortable working with dashboards, ticketing systems, and operational data.
• Strong attention to detail and ability to maintain accuracy while handling high query volumes.
• Experience in eCommerce, D2C, logistics, shipping, SaaS, or high-growth startups is a strong plus.

Why GoKwik