Product Support Manager

🕒 vor 29 Tagen

🇺🇸 Vereinigte Staaten – Remote

💵 $105.000 - $130.000 / Jahr

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

👔 Manager

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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Trove

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

👗 Mode

☁️ SaaS

Fashion • SaaS • Sustainability

Trove ist ein führender Anbieter von Recommerce-Lösungen und konzentriert sich auf die Dekarbonisierung der Modeindustrie, indem sie zirkuläre Modelle implementieren, die Emissionen reduzieren. Das Unternehmen bietet markeneigene Wiederverkaufsseiten, digitale und In-Store-Rücknahmeservices sowie integrierte Marktplätze für neue und gebrauchte Artikel an. Mit Niederlassungen in Nordamerika, dem Vereinigten Königreich und Europa unterstützt die Plattform von Trove omni-channel Impact und schnell startende Pilotprojekte, um die Kundenbindung und Aktivierung des Inventars zu verbessern. Trove befähigt Marken, indem es die Wiederverkaufslogistik, Preisgestaltung und Marge in jedem Schritt des Artikelwegs optimiert. Darüber hinaus ist Trove ein zertifiziertes B Corporation-Unternehmen, das Nachhaltigkeit und zweckorientierten Gewinn fördert.

Beschreibung

• 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

🎯 Anforderungen

• 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.

🏖️ Vorteile

• 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.