Product Support Manager

Product Support Manager About Trove Recommerce Brands lose billions each year to returns, excess inventory, and non-new product. Trove transforms that liability into a growth engine. We provide the software and operational infrastructure that enables leading brands to recover value from non-new inventory like returns and pre-loved goods through resale, trade-in, repair, and warranty claims. Brands including Canada Goose, Patagonia, Michael Kors, Carhartt, BÉIS, and Steve Madden rely on Trove to power returns management, resale sites, reverse logistics, and value-added services across North America and Europe. By integrating into complex retail ecosystems, Trove helps brands maximize recovery, acquire new customers, deepen loyalty, and drive sustainable growth. Trove is a Certified B Corporation headquartered in the U.S., with a European office in Berlin. 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. You will own the end-to-end support experience for our brand partners, ensuring that tickets are resolved accurately and efficiently by your team. You will build the processes, tooling, and knowledge infrastructure that allow PS to operate as a true tier 1/2 support function — reducing reliance on Engineering, Operations, and Partnerships to absorb support work, and delivering an excellent experience to the brands we serve. This role reports to the CTO. What You'll Do 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 Experience You Bring 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 Why Work Here? 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 is committed to creating an equitable and transparent workplace. 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. Trove is proud to be an equal opportunity company. We believe that diversity and gender balance will help us reach our full potential. At Trove we are building a company where we are not only proud of our mission, but how we are pursuing it. We are committed to equal opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status and we will consider qualified applicants with arrest and conviction records for employment.