Customer Support Manager

Located in NYC (3 days in office)

Reports to the CTO

We're a collectibles startup that quickly reached profitability with a small team of talented, dedicated people. Our user base is growing fast, and we need frontline support to help customers navigate issues and give them a great experience.

The current state

Trove is an early stage B2C business, backed by top tier VCs, athletes, and celebrities, built by founders who have scaled and exited multiple startups. We've created a gamified e-commerce platform for trading cards and collectibles that offers digital access to physical inventory. We have about 10 full time employees and a number of contractors spread out across the US, Canada, Europe, and South America.

Our CTO currently responds to customer questions as they come up. Based on ticket volume and our rate of growth, we need someone fully dedicated to this area of the business. This will be our first full time support hire and you’ll operate as a team of one for now. There isn't a lot of process or infrastructure in place so the playbook is something we'll build after you've joined. This is important: you aren't stepping into a structured environment where everything is clearly laid out. This role is for someone that's comfortable finding answers as they go and can adapt quickly when things change.

The opportunity

You'll be the first point of contact for every customer request across support tickets, email, chat, and social: you set the tone and establish Trove's relationship with our community of collectors. Day to day that means responding with speed and warmth, keeping queues moving, and using good judgment on things like high value transactions or potential fraud. You're closest to the customer so we want you to advocate for their needs and surface patterns you see across the various interactions you're having. This is important knowledge that the team can use to continually raise the bar. As you learn the business, you'll contribute to support operations and help build a world-class function that scales while still feeling human.

What you bring

• At least 2 years working in a customer centric role

• Strong communication with the ability to match our brand voice and tone

• Ability to work through ambiguity and execute without a lot of structure or oversight

• A mindset of experimentation and continuous learning

• Experience using AI tools to automate your day to day work

• You like solving difficult problems but for people

What success looks like

Response times stay within SLA across every channel and our support queue is managed, there's no backlog. There's a system in place to share patterns and insights with the team so we can keep improving. When issues are resolved, customers walk away feeling like they talked to someone who genuinely cared; this overshadows any anger or frustration they might have been feeling earlier. Eventually, all aspects of our support function are well documented with an underlying infrastructure that lets us move quickly and scale. Our brand becomes known for having exceptional customer care and the overall tone is consistently human, helpful, and trustworthy.