Associate - Business Operations
13 hours ago
About GoKwik
GoKwik is a growth operating system designed to power D2C and eCommerce brands—from checkout optimization and reducing return-to-origin (RTO), to payments, retention, and post-purchase engagement. Today, GoKwik enables over 12,000 merchants worldwide, processes around $2 billion in GMV, and is strengthening its AI-powered infrastructure. Backed by RTP Global, Z47, Peak XV, and Think Investments and bolstered by a $13 million growth round in June 2025 (total funding: $68 million), GoKwik is scaling aggressively across India, the UK, Europe, and the US.
Why This Role Matters
At GoKwik, operational agility drives merchant success. As an Associate – Business Operations, you'll play a central role in orchestrating high-impact communication and onboarding workflows that directly affect customer experience and business efficiency. From enabling WhatsApp-based support to building customer interaction databases and optimizing outreach campaigns, your work will empower internal teams and improve outcomes across the funnel—reducing drop-offs, streamlining operations, and enhancing merchant satisfaction at scale.
What You'll Own
- Customer Communication & Outreach – Lead and manage outbound communication programs aligned with evolving business priorities, ensuring collaboration across teams.
- Data-Driven Execution – Work with analytics teams to build and maintain customer databases that support segmentation and personalized communication.
- Campaign Enablement – Partner with operations teams to design scripts and workflows that power new outreach and support campaigns across channels like WhatsApp.
- Onboarding & Tool Integration – Support the rollout of new tools and processes, particularly around chat-based platforms like WhatsApp for customer service.
- Voice of Customer (VOC) Analysis – Regularly analyze customer interactions and VOC data to surface actionable insights and influence process improvements.
- Cross-Functional Collaboration – Act as the operational bridge between customers and internal stakeholders, ensuring timely resolutions and smooth service delivery.
Who You Are
- 1–3 years of experience in business operations, customer engagement, or support enablement roles.
- Strong experience in chat-based customer communication, especially WhatsApp-based solutions.
- Proven ability to manage and resolve real-time customer interactions efficiently.
- Excellent analytical skills, with experience interpreting VOC data and driving improvements.
- Proficient in Microsoft Excel, Word, and PowerPoint.
- Detail-oriented and process-driven with a bias for innovation.
- Strong communicator and collaborator with exceptional organizational skills.
Why GoKwik
At GoKwik, business operations are a growth lever, not just a support function. Join a fast-moving, collaborative team where your operational rigor and communication expertise will drive real impact. Help shape customer journeys, implement innovative communication tools, and ensure our merchants deliver world-class experiences—at scale.
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