Note: The job is a remote job and is open to candidates in USA. Trove is a Certified B Corporation that transforms returns and excess inventory into growth opportunities for brands. The Product Support Manager will lead the Product Support team, ensuring effective resolution of support tickets and building a robust support infrastructure to enhance the brand partner experience.
Responsibilities
- Manage a team of 3 product support engineers, setting clear expectations, providing regular coaching, and building a culture of accountability and continuous improvement
- Own hiring, onboarding, and knowledge transfer so that team capability is documented and not dependent on specific individuals
- Develop and maintain a living runbook and knowledge base tied to ticket categories, updated continuously as new issues are resolved
- Define and own the escalation matrix: clear criteria for when and to whom tickets escalate, with explicit handoff accountability
- Establish SLA tiers so brand partners know what to expect and the team has clear accountability
- Implement a QA process: regularly sample tickets, score against resolution quality, and use findings to close knowledge gaps
- Own CSAT and NPS for the support function, treating them as primary indicators of team health
- Ensure that every ticket, whether resolved by PS or escalated, is handled with professionalism and clear communication throughout
- Establish a feedback loop with Engineering, Operations and Partnerships to surface recurring issues as product or documentation gaps rather than permanent support burdens
- Implement deflection tracking to identify when the same questions keep coming back, and treat that as a signal to fix root causes
- Work closely with Partnerships and Operations to define clear boundaries between support and their functions, and hold those boundaries
- Partner with Engineering to ensure bugs and escalations have a clear path to resolution
- Represent the support function in cross-functional planning and communicate brand partner needs clearly
Skills
- 5+ years in a technical support, support engineering, or customer success engineering role, with at least 2 years in a people management capacity
- Demonstrated experience building or rebuilding support processes from the ground up: runbooks, escalation matrices, QA loops, SLA frameworks
- Comfortable leveraging AI tools to improve processes, team productivity and ticket resolution quality
- Strong understanding of SaaS platforms and the ability to triage technical issues without writing code; familiarity with tools like Postman, basic SQL, and support ticketing systems
- Experience supporting e-commerce or logistics software is a strong plus; familiarity with Shopify or warehouse management systems is ideal
- A track record of improving support resolution rates and reducing escalation to engineering and other teams
- Excellent written and verbal communication: you can explain technical issues clearly to non-technical partners and hold difficult accountability conversations internally
- Data-driven: you use ticket trends, CSAT, and resolution rates to make decisions, not intuition alone
- Experience with recommerce, reverse logistics, or trade-in programs
- Background working at a startup or scaling company where process had to be built, not inherited
- Familiarity with Snowflake or similar data tools for reporting and ticket analysis
Benefits
- Flexible Remote Workplace - Trove’s flexible schedule and remote workplace allows employees more freedom in their schedule, which is invaluable when it comes to attending to the needs of personal and work life needs.
- Flexible PTO - Our flexible vacation company policy allows employees to take leave as they need.
- 401K - Employees can set aside pre-tax dollars to invest in a qualified retirement investment plan.
- Medical/Dental/Vision plan options
- Equity/Share Options - The longer the employee works, the more stocks become available to purchase.
- Learning Fund - Exempt employees have access to a pool of funds to support execution of their self-development goals and objectives.
- Partner Discounts - Enjoy eligibility for various partner discounts
Company Overview