Customer Support Manager

Trove•New York, NY

3d•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 Manager to be the first point of contact for every customer interaction. You'll resolve complex customer issues with speed and empathy across every established channel, including tickets, email, and social. This is a hands-on execution role and there isn't a lot of process in place yet, so you'll need to figure out the daily rhythm of our support function without a fully developed playbook. You'll start as a team of one, responding to every customer outreach until we bring on a Support Lead to build out the function alongside you.

Requirements

4+ years in a frontline support role for a consumer product
Strong written communication, with the ability to match brand tone under time pressure
Staying organized and self-directed inside a partially defined system
Comfortable using AI tools to work faster in day to day support
A genuine understanding of the psychology of a collector, ideally because you are one

Responsibilities

Respond to tickets, emails, and DMs with speed and empathy, keeping every queue clear
Monitor our social channels and respond to any support-related outreach so no customer is left waiting
Flag high value or potentially fraudulent situations so we can spot patterns and handle edge cases correctly
Own the help center and macro library, keeping content accurate as the product evolves
Surface recurring issues and trends to the team through a lightweight "voice of customer" summary
Use AI tools to move faster without sacrificing quality
Bring your own sense of what great support looks like, and help raise the bar as we build the function