Customer Onboarding Associate

shopflo; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Shopflo in Bengaluru is seeking an Onboarding Owner to guide new merchants from sales handover to go-live and beyond. You will be the single point of contact, manage the onboarding record in HubSpot, and coordinate with Sales, Integrations, and CSM teams.

You will run kickoff, scope, and go-live activities, verify dashboards and tracking, and ensure timely, high-quality onboarding for each brand, with a focus on speed and accuracy.

Qualifications

• 1-3 years in merchant onboarding, customer success or implementation at a SaaS, D2C or payments company.
• Working knowledge of Shopify themes, apps and discounts.
• Working knowledge of checkout basics: COD vs prepaid, payment gateways, shipping and RTO.
• Clear, fast communication on WhatsApp and Slack, and confidence on calls with founders and D2C teams.
• Strong CRM discipline and the ability to juggle many brands against SLAs.
• Good to have: familiarity with Meta Pixel and GA4, basic HTML/CSS, and experience with

Responsibilities

• Kick off fast: contact within 24 hours, request collab access and sheet details, post deal on Slack with Brand, MID, integration owner, theme and scope.
• Scope and prepare: confirm Cart / Checkout / Shoppass scope and any third-party integrations; send the pre-checklist and dashboard material; assign the integration owner.
• Run the three merchant calls: Kick-off & Discovery, Dashboard Walkthrough, and Flo Testing & Go Live.
• Get it go-live ready: set up and verify the dashboard; confirm tracking events, test COD and prepaid orders, check the discount and loyalty flows, and set up the order status page.
• Drive go-live and after: follow up until theme is published; support the merchant through D+7; Run the D+7, D+15 and D+21 connects; hand over to the CSM by M2.
• Escalate on time: raise P0s within 1 hour and other issues within 24-48 hours; if a merchant is unresponsive for 3 days, move the deal back to Sales or Halted.
• Keep records clean: keep HubSpot stages and checklist fields, Periskope WhatsApp groups, Slack, tl;dv recordings and Granola notes

Skills

Onboarding experience

CRM discipline

Communication skills

Shopify knowledge

Checkout knowledge

Meta Pixel / GA4 familiarity

Tools

Shopify

HubSpot

Slack

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.

About the role

The Onboarding Owner takes every new Shopflo merchant from the Sales handover through a stable go-live and on to the CSM handover. Every merchant is onboarded on time and to SOP. You are the merchant’s single point of contact, and you own the brand’s onboarding record in HubSpot. You report to the Onboarding Manager and work closely with Sales, the Integration Team and CSMs.

What You Will Do

• Kick off fast: make first contact within 24 hours of a deal arriving. Request collab access and the theme name. Post the deal on Slack with Brand | MID, integration owner, theme and scope.
• Scope and prepare: confirm the Cart / Checkout / Shoppass scope and any third-party integrations. Send the pre-checklist and dashboard material, and assign the integration owner.
• Run the three merchant calls: Kick-off & Discovery, Dashboard Walkthrough, and Flo Testing & Go Live.
• Get it go-live ready: set up and verify the dashboard. Confirm tracking events, test COD and prepaid orders, check the discount and loyalty flows, and set up the order status page.
• Drive go-live and after:
  • Follow up until the theme is published.
  • Support the merchant through D+7.
  • Run the D+7, D+15 and D+21 connects.
  • Hand over to the CSM by M2.
• Escalate on time: raise P0s within 1 hour and other issues within 24-48 hours. If a merchant is unresponsive for 3 days, move the deal back to Sales or to Halted.
• Keep records clean: keep these up to date for every brand: HubSpot stages and checklist fields, Periskope WhatsApp groups, Slack, tl;dv recordings and Granola notes

What We Are Looking For

• 1-3 years in merchant onboarding, customer success or implementation at a SaaS, D2C or payments company.
• Working knowledge of Shopify themes, apps and discounts.
• Working knowledge of checkout basics: COD vs prepaid, payment gateways, shipping and RTO.
• Clear, fast communication on WhatsApp and Slack, and confidence on calls with founders and D2C teams.
• Strong CRM discipline and the ability to juggle many brands against SLAs.
• Good to have: familiarity with Meta Pixel and GA4, basic HTML/CSS, and experience with