Customer Experience Associate

Shopflo, Inc.; Bengaluru; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Shopflo, Inc. in Bengaluru is seeking a Customer Support Associate to own customer relationships, drive adoption of our SaaS checkout platform, and ensure successful resolutions through first-contact support.

You will use Freshdesk/Zendesk/Zoho and CRM tools to back solutions, with emphasis on timely communication and data-driven insights to improve merchant success.

Qualifications

• At least 2 years of experience as a Customer Support Associate in a SaaS company.
• Excellent communication and interpersonal skills for a client-facing role.
• Experience with ticketing tools: Freshdesk, Zendesk, or Zoho.

Responsibilities

• Own customer relationships and drive adoption, expansion and retention.
• Provide first contact resolution per SOPs via callback or email.
• Communicate accurately with Shopflo customers.
• Identify customer needs and help customers use specific product features.
• Update internal databases with information about technical issues and useful discussions with customers.
• Follow up with customers to ensure issues are resolved.
• Gather customer feedback for Product, Sales and Marketing teams.
• Help set up scalable support processes.
• Be a self-starter in a rapidly growing organization.

Skills

Customer support

Communication

SaaS experience

Patience

Data-driven decisions

Adaptability

Tools

Freshdesk

Zendesk

Zoho Desk

HubSpot CRM

Airtable

Job description

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