Product Support Manager

About the role

Trove is looking for an experienced Product Support Manager to lead and transform our Product Support (PS) team. This is a hands-on leadership role for someone who has built or rebuilt support functions before — someone who understands that great support is a discipline, not a default.

Responsibilities

• 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
• Build the support infrastructure
• 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
• Drive resolution quality and brand experience
• 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
• Collaborate cross-functionally
• 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

Bonus points if you have

• 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

Qualifications

• BS/BA degree in Computer Science, Information Technology, or related field
• Proven ability to manage and mentor a team of engineers
• Experience with SaaS platforms and the ability to triage technical issues without writing code
• Strong understanding of customer support best practices and principles
• Ability to communicate effectively with both technical and non-technical stakeholders
• Experience with customer relationship management (CRM) tools

Skills

• Customer service skills
• Technical problem-solving skills
• Project management skills
• Communication skills
• Leadership skills

Benefits

• Flexible Remote Workplace
• Flexible PTO
• 401K
• Medical/Dental/Vision plan options
• Equity/Share Options
• Learning Fund
• Partner Discounts
• Mission Driven

Pay

The annual compensation range for this position is $105,000 - $130,000 and equity. Final compensation will be determined based on experience, location and skills and may vary from the range listed above.

Schedule

Remote Work