Nayvo | Full-time | Remote

Nayvo is building and operating a growing portfolio of Shopify apps used by merchants across multiple countries. We are looking for a highly organized and proactive
Merchant Success & Reviews Manager
to take ownership of merchant engagement, lead nurturing, reviews, support follow-ups, and customer satisfaction across our apps.

What you’ll do
- Track every merchant lead from installation through activation, conversion, cancellation, and re-engagement.
- Nurture leads and follow up with merchants to increase activation and paid conversions.
- Manage review-generation campaigns across our Shopify apps and work toward weekly review targets.
- Identify satisfied merchants and send timely, personalized review requests.
- Monitor Shopify App Store reviews and track 1-star, 2-star, 3-star, 4-star, and 5-star reviews.
- Proactively reach out to unhappy merchants, understand their problems, and work toward resolving their concerns and improving customer satisfaction.




- Monitor customer support conversations and identify queries that have not been properly answered or resolved.
- Draft appropriate responses for unresolved support issues and escalate important or technical issues to the founder/development team.
- Follow up with merchants after issues are resolved to ensure the problem is actually closed.
- Check that email and merchant outreach campaigns are correctly configured, targeted, and running as expected.
- Maintain accurate records of leads, follow-ups, reviews, support issues, and campaign activity.
- Identify recurring merchant complaints and communicate actionable feedback to the product and development team.
- Prepare weekly reports covering leads, conversions, review requests, reviews received, negative reviews, support issues, and pending follow-ups.
- Ensure that
no significant merchant, lead, review, or support issue falls through the cracks.

Who we’re looking for
- 0–3 years of experience
in customer success, customer support, sa

📌 Merchant Success (Bhubaneswar)
🏢 Nayvo
📍 Bhubaneswar