Product Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and cultivate the Product Support team.

• Oversee a group of 3 product support engineers, establishing clear expectations, providing consistent coaching, and fostering a culture of accountability and ongoing improvement.

• Take ownership of hiring, onboarding, and knowledge transfer to ensure team capabilities are documented and not reliant on individual members.

• Create and sustain a dynamic runbook and knowledge base associated with ticket categories, continuously updated as new issues are addressed.

• Define and manage the escalation matrix: establish clear criteria for ticket escalation and ensure explicit handoff accountability.

• Set up SLA tiers so brand partners have clear expectations and the team has defined accountability.

• Implement a quality assurance process: regularly review tickets, assess resolution quality, and utilize findings to bridge knowledge gaps.

• Own customer satisfaction (CSAT) and net promoter score (NPS) for the support function, treating them as key indicators of team performance.

• Ensure professionalism and clear communication for every ticket, whether resolved by Product Support or escalated.

• Create a feedback loop with Engineering, Operations, and Partnerships to identify recurring issues as product or documentation gaps rather than ongoing support challenges.

• Track deflection to pinpoint frequently asked questions and treat this as a signal to address root causes.

• Collaborate closely with Partnerships and Operations to establish clear boundaries between support and their functions, maintaining those boundaries.

• Work with Engineering to guarantee that bugs and escalations are resolved efficiently.

• Represent the support function in cross-functional planning and clearly communicate brand partner requirements.

⛳️ Requirements

• 5+ years of experience in a technical support, support engineering, or customer success engineering role, including at least 2 years in a managerial capacity.

• Proven experience in establishing or revamping support processes from the ground up: runbooks, escalation matrices, quality assurance loops, and SLA frameworks.

• Proficient in utilizing AI tools to enhance processes, boost team productivity, and improve ticket resolution quality.

• Strong knowledge of SaaS platforms with the ability to triage technical issues without coding; familiarity with tools such as Postman, basic SQL, and support ticketing systems.

• Experience in supporting e-commerce or logistics software is highly advantageous; familiarity with Shopify or warehouse management systems is preferred.

• A successful track record of enhancing support resolution rates and minimizing escalations to engineering and other teams.

• Exceptional written and verbal communication skills: able to clearly explain technical issues to non-technical partners and manage challenging accountability discussions internally.

• Data-driven approach: make decisions based on ticket trends, CSAT, and resolution rates rather than relying solely on intuition.

🏝️ Benefits

• Flexible Remote Workplace - Trove’s adaptable schedule and remote work environment grant employees greater freedom to balance personal and work-life commitments.

• Flexible PTO - Our vacation policy allows employees to take leave as needed.

• 401K - Employees can allocate pre-tax dollars to invest in a qualified retirement plan.

• Options for Medical/Dental/Vision plans.

• Equity/Share Options - The longer an employee remains with us, the more stock options become available for purchase.

• Learning Fund - Exempt employees have access to funds dedicated to supporting their self-development goals and objectives.

• Partner Discounts - Eligible for various partner discounts.

• Mission Driven - Collaborate with passionate individuals to build the leading recommerce infrastructure and promote the circular economy.