Customer Experience Associate

Why Shopflo

Shopflo started with a simple belief - checkout is the most under-innovated part of ecommerce. We built India s checkout-as-a-service platform for D2C brands, helping over 1,000 merchants improve conversion rates, reduce fraud COD orders, and deliver a seamless buying experience. Brands like Dot & Key, Nestasia, and The Sleep Company trust us to run their checkout.

In 2026, we were acquired by Pine Labs - one of India s most established fintech infrastructure companies. That means we now have the distribution, merchant relationships, and resources of a large fintech, while continuing to operate with the pace and ownership culture of a product team.

Startup DNA. Enterprise backing. Real product. Real traction.

What you will do

• Be a self-starter who thrives in a rapidly growing organisation.
• Maintain ownership of customers, and develop new relationships while supporting existing customers to drive adoption, expansion and retention of Shopflo s suite of products
• Provide first contact resolution according to standard operating procedures and respond back to users via callback or email.
• Ensure accuracy in information when communicating to Shopflo customers
• Identify customer needs and help customers use specific product features
• Update our internal databases with information about technical issues and useful discussions with customers
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Help setup processes to ensure the scalability of the support function

You should apply if you have

• At least 2 years of experience as a Customer Support Associate in a SaaS company.
• Since this will be a client-facing role, excellent communication and interpersonal skills are a must
• Patience when handling tough cases
• A good understanding of ticketing tools like Freshdesk/Zendesk/Zoho is a must
• A good understanding of CRM tools like Hubspot/Airtable is a plus
• Comfortable using data to back solutions provided to merchants
• Agility and ability to adapt quickly to changing requirements, scope and priorities.
• Join our team and contribute to shaping the future of our customer support function while making a meaningful impact on our customers success

Required Skills

SaaS Communication Airtable Hubspot Interpersonal skills Zendesk FreshDesk

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.