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

Operations at GoKwik is a growth function. As an Associate / Senior Associate – Operations, you will work at the intersection of customers, technology, and business teams to build efficient, scalable, and data-driven operational processes. You will play a key role in solving merchant challenges, improving operational efficiency, leveraging AI and automation, and building systems that enable GoKwik to scale seamlessly.

What You’ll Own

Merchant Operations: Drive end-to-end merchant onboarding, support, and operational readiness.

Process Ownership: Own critical operational workflows and ensure adherence to defined SLAs and quality standards.

Process Improvement: Identify operational bottlenecks and build solutions to improve efficiency, productivity, and customer experience.

AI & Automation: Leverage AI tools and technology to simplify workflows, automate repetitive processes, and enable teams to work smarter and faster.

Data & Insights: Analyse operational data, identify trends and gaps, and recommend actionable improvements.

Cross-functional Collaboration: Partner with Customer Success, Product, Engineering, and Business teams to solve merchant pain points and improve processes at scale.

Customer Experience: Act as a voice of the customer and continuously identify opportunities to improve merchant experience and operational outcomes.

Documentation & Best Practices: Build and maintain processes, documentation, and playbooks that enable consistent execution at scale.

Who You Are

1–2 years of experience in Operations, Business Operations, Customer Success Operations, Program Management, Customer Support, or similar roles.

Strong analytical, problem-solving, and stakeholder management skills.

Proficiency in Excel / Google Sheets and comfort working with data.

Familiarity with AI tools such as ChatGPT, Gemini, Claude, or similar tools, with a mindset of using technology to improve productivity.

Excellent communication skills and strong attention to detail.

Ability to adapt quickly, manage multiple priorities, and operate effectively in a fast-paced environment.

Strong ownership and learning mindset, with a willingness to take initiative and solve problems independently.

Prior experience in SaaS, D2C, eCommerce, FinTech, or high-growth startups is a plus.

Why GoKwik

At GoKwik, you’ll have the opportunity to work in a high-ownership environment where Operations directly contributes to business growth and customer success. You’ll work closely with ambitious teams across Customer Success, Product, Engineering, and Business while using AI and technology to build scalable systems and solve real business problems. With exposure to a rapidly growing D2C and eCommerce ecosystem, this role offers the opportunity to learn quickly, take meaningful ownership, and build solutions that create impact at scale.