Customer Support Lead

Trove•New York, NY

1d•Hybrid

About The Position

Trove is building the future of collectibles, bringing culture, community, and commerce together in one mobile experience. We're a small team building fast, and we're looking for a Customer Support Lead to own the customer experience. You'll build Trove's support function from the ground up: the tooling, workflows, automations, and the real relationships we build with our customers. This is a role for hands-on solutioning, not just a queue to manage or a position where you flag problems and pass them to someone else. The right person has built operations, trust and safety, or concierge services somewhere the stakes were high (like premium e-commerce, fintech, or a marketplace). Your mission is simple: every customer should walk away from support exchanges feeling more confident about the brand, their experience, and the collection they’re building. You get there by fixing the root of the issue and building repeatable systems that keep it from coming back. You'll be an army of one for the foreseeable future, which means you’ll reach for tooling and automation before adding new headcount. Working directly alongside the founders and technical/GTM teams, you'll design workflows, escalation paths, and quality standards that start simple and hold up as the company scales.

Requirements

5+ years building and running support or operations for a B2C business
Standing up a support function from zero, reaching for tooling and automation before headcount
Designing support systems that start simple and scale without breaking
Deep experience using AI tooling to build automations
Working technically and analytically, comfortable diving into the data on your own
Building operations, trust and safety, or concierge services for a high-volume consumer business
A genuine understanding of the psychology of a collector, ideally because you are one

Responsibilities

Build AI-driven automations that resolve issues before they ever reach a person
Get to the root cause of recurring problems and partner with other teams to remove the friction for good
Personally handle high value and edge case situations, never dismissing a concern until it's fully resolved
Turn support insights into prioritized product, operations, and engineering improvements
Design reporting that shows what's driving volume and where the experience breaks
Build the trust and safety practices that protect a high-value collectibles marketplace
Move quickly, sweat the details, and leave every customer more confident than they were before
Make thoughtful tradeoffs, take real ownership, and have fun doing it