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.
The Role
We're hiring an Onboarding Associate to join our Onboarding team and be the friendly, reliable face of Shopflo for every new merchant. You'll guide Shopify brands from their first conversation with us to a confident go-live — communicating clearly, solving problems in real time, and making every merchant feel genuinely taken care of along the way.
This is a people-first role, not a technical/development role — no coding or integration engineering involved. You'll be guiding merchants through their setup and keeping things moving, not building the setup yourself. It's ideal for someone who's a great communicator, already comfortable navigating the Shopify ecosystem, and who takes real pride in a merchant's success.
What You'll Do
1. Be the merchant's go-to person
- Run structured onboarding calls — Kickoff & Discovery, Dashboard Walkthrough, and Flo Testing & Go-Live — keeping merchants confident and set up for success
- Manage day-to-day WhatsApp communication with merchants — answering setup questions, sending nudges, and troubleshooting issues in real time
- Guide merchants step-by-step through their Shopify + Shopflo dashboard setup — payment gateways, discounts, shipping, banners, tracking, and more — explaining what to click and why, without needing to configure it yourself
2. Work across our tools every day
- HubSpot — for tracking merchant context, notes, and communication history
- WhatsApp — the primary channel for real-time merchant conversations
- Slack — to loop in the Integration team and flag issues quickly
- Google Meet — for onboarding calls and walkthroughs
3. Bring the soft skills that make onboarding feel effortless
- Clear, patient communication — you can explain a setup step over WhatsApp or a call without making the merchant feel lost
- Empathy and a merchant-first mindset — you listen for what's actually blocking someone, not just what SOP step they're on
- Calm under pressure — you can handle an anxious merchant close to go-live without passing that anxiety along
- Follow-through — you close loops and don't need to be chased for updates
4. Be merchant-centric, always
- Treat every merchant's go-live as if it's the only one that matters that day
- Anticipate questions and blockers before they turn into frustration
- Make the platform feel simple, even when the setup behind it isn't
What We're Looking For
- Working knowledge of Shopify is a must — you should be comfortable navigating the Shopify admin panel, understand basic store operations (products, orders, apps), and not need hand-holding on what Shopify is
- 0–2 years of experience in customer onboarding, client success, implementation, or a similar client-facing operations role (freshers with strong communication skills are welcome to apply)
- Comfortable working across multiple tools (CRM, Slack, WhatsApp, Google Meet) and picking up new internal systems quickly
- Strong organizational instincts — comfortable juggling multiple merchants at different stages of onboarding without dropping a ball
- Bonus: prior experience with e-commerce operations or a SaaS onboarding/CS role