Product Support Manager

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

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
• 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