Role Overview

Lead and develop the Product Support team
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

Requirements

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.

Tech Stack

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
Mission Driven
Work alongside passionate people to build the leading recommerce infrastructure and the circular economy.

Trove

Open Positions (1)

Product

Product Support Manager