Customer Support Lead

About the role

Trove is building the future of collectibles, bringing culture, community, and commerce together in one mobile experience. We're a small team building fast, and we're looking for a Customer Support Lead to own the customer experience.

Responsibilities

• Build Trove's support function from the ground up: the tooling, workflows, automations, and the real relationships we build with our customers.
• Hands-on solutioning, not just a queue to manage or a position where you flag problems and pass them to someone else.
• Every customer should walk away from support exchanges feeling more confident about the brand, their experience, and the collection they’re building.
• Fix the root of the issue and build repeatable systems that keep it from coming back.
• Reach for tooling and automation before adding new headcount.
• Design workflows, escalation paths, and quality standards that start simple and hold up as the company scales.
• Build AI-driven automations that resolve issues before they ever reach a person.
• Personalize handling high value and edge case situations, never dismissing a concern until it's fully resolved.
• Turn support insights into prioritized product, operations, and engineering improvements.
• Design reporting that shows what's driving volume and where the experience breaks.
• Build the trust and safety practices that protect a high-value collectibles marketplace.
• Move quickly, sweat the details, and leave every customer more confident than they were before.
• Make thoughtful tradeoffs, take real ownership, and have fun doing it.

Requirements

• 5+ years building and running support or operations for a B2C business.
• Standing up a support function from zero, reaching for tooling and automation before headcount.
• Designing support systems that start simple and scale without breaking.
• Deep experience using AI tooling to build automations.
• Building operations, trust and safety, or concierge services for a high-volume consumer business.
• A genuine understanding of the psychology of a collector, ideally because you are one.

Qualifications

• Standing up a support function from zero, reaching for tooling and automation before headcount.
• Designing support systems that start simple and scale without breaking.
• Deep experience using AI tooling to build automations.
• Building operations, trust and safety, or concierge services for a high-volume consumer business.
• A genuine understanding of the psychology of a collector, ideally because you are one.

Skills

• Experience in building and running support or operations for a B2C business.
• Deep experience using AI tooling to build automations.
• Building operations, trust and safety, or concierge services for a high-volume consumer business.
• A genuine understanding of the psychology of a collector, ideally because you are one.

Benefits

• Competitive compensation.
• Free health insurance.
• Flexible time off.
• Meaningful equity.

Pay

• Competitive compensation.

Schedule

• Flexible in-person work.