Solution Support Executive

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
We're looking for a Solution Support manager to strengthen our Merchant Success team – someone who can straddle the line between product, support, and merchant delight. Person will be the first line of handling technical support (L1) for merchants using our Shopify app. You'll handle product and integration queries, troubleshoot merchant issues, and work closely with our product and tech teams to ensure a seamless resolution process. You will also work proactively with the L0 (live chat) support agents team to create SOPs and playbooks that reduce query resolution times and boost merchant satisfaction — ultimately contributing to better app store ratings and retention.

What You'll Own

• Technical Support (L1): Own first-level merchant query resolution across support channels (email, chat, demo booking, helpdesk, ticketing systems, etc.)
• Debug merchant issues by reviewing logs, inspecting store setups, and replicating issues where needed. Escalate unresolved or complex issues to Product/Tech teams with clear documentation. Provide hands-on assistance with app installation, integration, and feature configuration.
• Product & Process Enablement: Collaborate with the product team to understand feature releases, common pitfalls, and known issues. Document and maintain internal troubleshooting guides and solution SOPs. Regularly update FAQs and knowledge base articles to enable/upskill L0 support teams. Conduct periodic training with L0 chat support to improve their resolution capabilities.
• Merchant Success & App Impact: Gather and relay merchant feedback to improve product experience. Identify repetitive issues and contribute to automation or UI/UX improvement ideas. Collaborate with Merchant Success, Sales and Onboarding teams to deliver delightful onboarding and post-install support. Drive initiatives to improve CSAT, reduce ticket turnaround time (TAT), and boost Shopify app ratings through proactive support interventions.

Who You Are

• 1–3 years of experience in a tech-support, solution engineering, or customer success role within the SaaS/eCommerce ecosystem (if on Shopify app ecosystem, is a plus). Basic technical understanding of how Shopify apps work (API/webhooks, theme integration, Shopify Admin, data flow or third party integrations).
• Understanding of Intercom tool. Proficiency with support tools like Zendesk, Intercom, Freshdesk, JIRA, Crisp, or similar.
• Strong communication skills (written and verbal), with the ability to explain technical concepts to non-technical users/external stakeholders/merchants.
• Basic frontend tools (HTML/CSS/JS) or Shopify Liquid for debugging purposes
• Industry-specific process knowledge (e.g., e-commerce returns, CRM/WMS/OMS systems like Unicommerce, Vinculum, Increff etc logistics, etc.).

Why GoKwik?
At GoKwik, you won't just witness the future of eCommerce—you'll help build it. We're a fast-growing, well-funded company solving complex problems at massive scale for thousands of brands. Expect an environment where ideas move fast, learning never stops, and your work leaves a real, measurable impact.