Product Support Manager

About the Company

Trove transforms brand liability into a growth engine by providing software and operational infrastructure for resale, trade-in, repair, and warranty claims. A Certified B Corporation, Trove powers circular economy initiatives for leading brands like Patagonia and Canada Goose.

Responsibilities

• Lead and develop a team of 3 product support engineers through coaching and accountability
• Build support infrastructure including runbooks, knowledge bases, and escalation matrices
• Establish SLA tiers and implement QA processes for ticket resolution quality
• Own CSAT and NPS metrics for the support function
• Create feedback loops with Engineering and Operations to resolve recurring product issues
• Implement deflection tracking to identify and fix root causes of support volume

Requirements

• 5+ years in technical support, support engineering, or customer success engineering
• 2+ years in a people management capacity
• Experience building or rebuilding support processes (runbooks, SLAs, QA loops)
• Proficiency with SaaS platforms and technical triage using tools like Postman and SQL
• Ability to use AI tools to improve team productivity and resolution quality
• Data-driven approach using ticket trends and CSAT to drive decisions
• Excellent written and verbal communication skills

Preferred Qualifications

• Experience with e-commerce or logistics software (Shopify, WMS)
• Background in recommerce, reverse logistics, or trade-in programs
• Experience in a startup or scaling environment
• Familiarity with Snowflake or similar data tools for reporting