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 i…