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 key 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 important 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, sales, CRM, SaaS operations, or a similar role.
- Excellent written and verbal communication skills.
- Highly organized with strong attention to detail.
- Comfortable working with spreadsheets, CRM tools, email campaigns, and dashboards.
- Strong follow-up skills and the ability to manage multiple merchants simultaneously.
- Proactive mindset — you identify problems and opportunities without waiting to be told.
- Comfortable communicating with international customers, particularly merchants from Australia, Europe, and other English-speaking markets.
- Ability to understand customer problems and communicate clearly with technical/product teams.
- Shopify experience is a plus, but not mandatory .

Compensation & Employment
- Salary: ₹10,000/month
- 1-month probation period
- Successful candidates will transition to a full-time position after probation
- Completely remote — work from anywhere
- Flexible working environment with clear targets and responsibilities

What success looks like Your goal is simple: help us turn more merchants into happy, engaged, long-term customers.

You will be responsible for making sure leads are followed up, merchants are nurtured, support issues are closed, unhappy customers are recovered where possible, and our apps continuously receive genuine positive feedback from satisfied merchants.

- If you are highly organized, proactive, comfortable communicating with customers, and obsessed with follow-ups and getting things done, we’d love to hear from you.

📌 Merchant Success & Growth Executive (Bhubaneswar)
🏢 Nayvo
📍 Bhubaneswar