Product Support Manager, Trove

• 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

Desirable

• 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
• 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