Manager - Customer Engineering

As GoKwiks House of Apps (HoA) ecosystem scales, consistent and high-quality merchant support becomes critical. The Manager - HoA Support ensures 247 support excellence, drives app adoption, improves Shopify App Store ratings, and enables support-led upsell and cross-selldirectly impacting merchant trust and revenue growth.

Responsibilities

• Build and manage a dedicated L1/L2 HoA support team.
• Own 247 support operations, SLAs, ticket lifecycle, and escalations.
• Drive merchant experience outcomes: CSAT, NPS, retention.
• Enable support-led cross-sell and upsell in partnership with Sales and Product.
• Own Shopify App Store ratings and review improvement.
• Collaborate with Product and Engineering on bugs, enhancements, and stability.
• Drive automation, SOPs, knowledge bases, and self-serve support.
• Track and report key metrics: SLAs, TAT, CSAT, ratings, and revenue signals.
  
  

• 6-9 years of experience in SaaS or product support.
• Proven L1/L2 team management experience (247 preferred).
• Strong understanding of eCommerce platforms (Shopify preferred).
• Data-driven, execution-focused, and comfortable working cross-functionally.