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