Gojek is one of the fastest-growing startup in South East Asia, and 11th in Fortune’s list of “50 companies that changed the world” in 2019. It operates in 207 cities in Southeast Asia, across 22 services that includes on-demand ride, food, payments, logistics, and lifestyle services. It does this by enabling 2M+ driver-partners, 500k+ merchant partners, and 60k+ service partners across the sub-continent.

Operations Platform (aka “OpsPlatform”) builds platforms and products for Gojek’s Driver, Merchant, and Customer operations. At its core, OpsPlatform bridges the gap between the “Offline World” and “Online Gojek”. Our products span the gamut of the Gojek universe - Driver and Merchant onboarding; customer support infrastructure for Customers, Merchants and Drivers; Driver care operations in walk-in centers; KYC for drivers, merchants and customers; and sales technology products to provide critical advantages to the merchant sales organization.

What does it translate to in terms of the work OpsPlatform engineers are doing? A few examples:

• Automating incoming support ticket workflows powered by configurable and real-time rule engine
• Using NLP based Machine Learning to prioritize and efficiently resolve incoming support tickets
• Chatbots for automatically resolving incoming customer and driver queries
• Automated Machine Learning based systems to scan and verify incoming customer, driver and merchant documents for KYCighly Available Component Management
• Face biometrics systems (face detection, liveness detection) to combat fraud

Tech Stack

• We have running services written in Golang, Ruby on Rails, Python, Clojure, and Elixir
• We power all of the In-App Help on Gojek app (Android and iOS)
• We use Android to develop apps for assisted onboarding of Merchant Partners
• We enable and host Machine Learning models helping us do face-biometrics, document scanning for KYC, ticket prioritization etc.
• We use Big Data technologies to enable our Call Center partners to get all the context on incoming queries at their fingertips

We are very open to trying out new technology if it solves our business problems most efficiently.