Product Support Manager at Trove Recommerce

At Trove Recommerce, we believe that brands should not lose value to returns, excess inventory, or pre-loved goods. We are building the operational infrastructure and software that turns these liabilities into growth engines for industry leaders like Patagonia, Canada Goose, and Carhartt. As a certified B Corporation, we are dedicated to powering the circular economy through resale, repair, and trade-in services, helping our partners maximize recovery and deepen customer loyalty across North America and Europe.

The role

We are seeking a Senior Product Support Manager to join our team on a full-time, remote basis. This is a hands-on leadership position reporting directly to our CTO. We need someone who views support as a rigorous discipline rather than a default task. You will be responsible for transforming our support function by building the processes, tooling, and knowledge infrastructure necessary to deliver a world-class experience to our brand partners while reducing the burden on our engineering and operations teams.

Core responsibilities

• Lead, mentor, and develop a team of three product support engineers, fostering a culture of accountability, continuous improvement, and clear communication.
• Design and implement robust support infrastructure, including comprehensive runbooks, clearly defined escalation matrices, and structured SLA frameworks.
• Drive resolution quality by establishing data-driven feedback loops, implementing QA processes, and utilizing ticket trends to address root causes and improve the overall brand partner experience.

Skills and experience

To be successful in this role, you should possess the following qualifications:

• At least 5 years of experience in technical support or customer success engineering, with a minimum of 2 years in a people management role.
• A proven track record of building support processes from the ground up, such as developing knowledge bases and escalation workflows.
• Technical proficiency with tools like Postman, SQL, and various support ticketing systems, alongside a strong ability to triage issues within SaaS platforms.
• Experience leveraging AI tools to enhance team productivity and resolution quality.
• Excellent communication skills, with the ability to translate technical complexities for non-technical partners.
• A data-driven mindset, using metrics like CSAT and NPS to guide decision-making.

Compensation and benefits

The annual compensation for this position ranges from $105,000 to $130,000, plus equity compensation. Final offers are based on individual experience, location, and skills. Our benefits package includes:

• Flexible hours and an unlimited vacation policy.
• Comprehensive medical, dental, and vision insurance.
• 401k retirement planning.
• A dedicated learning budget to support your professional development.
• The ability to work in a fully remote environment.

How to apply

If you are passionate about building the infrastructure for a more sustainable future and have the leadership experience to elevate our support function, we would love to hear from you. Please submit your application to join our mission-driven team as we continue to scale our impact in the recommerce space.