Product Support Manager

Job not on LinkedIn

🔥 7 minutes ago

🇺🇸 United States – Remote

💵 $105k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

✅ Product Manager

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Trove

WebsiteLinkedInAll Job Openings

201 - 500 employees

👗 Fashion

☁️ SaaS

Fashion • SaaS • Sustainability

Trove is a leading provider of recommerce solutions, focusing on decarbonizing the fashion industry by implementing circular models that reduce emissions. The company offers branded resale sites, digital and in-store trade-in services, and integrated marketplaces for new and used items. With operations in North America, the UK, and Europe, Trove's platform supports omni-channel impact and fast-launching pilots, enhancing customer engagement and inventory activation. Trove empowers brands by optimizing resale logistics, pricing, and margin at every step of the item journey. Additionally, Trove is a Certified B Corporation, promoting sustainability and purpose-driven profit.

📋 Description

• 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.

🏖️ 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.