About GoKwik
GoKwik is a growth operating system for D2C and eCommerce brands, enabling checkout optimisation, RTO reduction, payments, retention, and post-purchase engagement. Today, GoKwik powers 15,000+ merchants globally, processes ~$2 billion in GMV, and continues to strengthen its AI-powered infrastructure across India, the UK, Europe, and the US.
Why This Role Matters
Customer engagement is rapidly evolving from static communication to AI-driven conversations. KwikEngage sits at the center of this transformation, enabling brands to manage customer interactions, automate support, and drive retention across multiple channels. This role will define the future of conversational commerce by building intelligent engagement products that help merchants scale customer relationships while improving operational efficiency.
What You’ll Own
Conversational Commerce & Engagement
- Own the product roadmap for customer engagement experiences across WhatsApp, Instagram, Facebook, Email, RCS, and Web
- Drive adoption and innovation across conversational commerce workflows
- Build products that improve customer engagement, retention, and support efficiency
Inbox & Agent Tooling
- Own human-agent workflows, live chat experiences, ticket routing, and escalation mechanisms
- Build tools that improve agent productivity and customer response times
- Design seamless experiences between customer conversations and support operations
Chatbot & AI Bot Platform
- Own chatbot builder experiences, conversation flows, and bot management capabilities
- Design intelligent handoff mechanisms between bots and human agents
- Improve automation rates while maintaining customer experience quality
AI-Powered CRM
- Build AI-led engagement capabilities across lifecycle marketing and customer support
- Develop intelligent workflows powered by LLMs and conversational AI
- Drive personalization, automation, and customer intelligence initiatives
Platform & Integrations
- Manage omnichannel integrations across Meta platforms and other messaging channels
- Work closely with engineering teams to ensure scalable and reliable platform capabilities
- Build integrations that simplify merchant onboarding and channel management
Product Strategy & Execution
- Translate customer and business requirements into product roadmaps and execution plans
- Prioritize initiatives based on business impact and customer value
- Collaborate closely with Design, Engineering, Customer Success, and GTM teams to launch impactful features
Who You Are
- 2–4 years of Product Management experience, preferably in B2B SaaS, D2C technology, CRM, or customer engagement platforms
- Strong product thinking with experience managing customer-facing products
- Prior exposure to conversational commerce, customer support platforms, or engagement products
- Hands-on familiarity with AI/LLM-powered products is mandatory
- Experience building or shipping features leveraging LLMs, chatbot platforms, or AI workflows
- Familiarity with WhatsApp Business APIs, Meta ecosystem, or messaging platforms is preferred
- Comfortable working with engineering and business stakeholders in fast-paced environments
- Strong analytical, problem-solving, and communication skills
- High ownership mindset with the ability to thrive amidst ambiguity
Why GoKwik
At GoKwik, you'll build products that power millions of customer interactions every month. You'll work at the intersection of AI, commerce, and customer engagement while shaping the future of conversational commerce for thousands of brands. This role offers strong ownership, rapid learning, and the opportunity to build category-defining products in a fast-scaling environment.
