Customer Support Lead

About the company

Trove is creating a new way to experience collectibles by blending culture, community, and commerce into a single mobile product. The company is early-stage and moving quickly, with a small team focused on building a category-defining experience.

Role overview

The Customer Support Lead will own the customer experience and build Trove’s support function from the ground up. This includes creating the processes, tools, automations, workflows, escalation paths, and quality standards that keep support effective as the business grows. The role is highly hands-on and is intended for someone who solves problems directly, identifies the underlying cause, and builds durable systems rather than simply routing issues elsewhere.

The ideal candidate has previously built or scaled operations, trust and safety, or concierge-style services in environments where the stakes were high, such as premium e-commerce, fintech, or a marketplace. The goal is for every customer to leave support interactions with more confidence in the brand, the service, and the collection they are building.

For the near term, this will be an individual contributor role, so the person in seat should lean on tooling and automation before considering additional headcount. You will work closely with the founders as well as technical and go-to-market teams to create a support setup that starts lean and remains effective as the company expands.

What you may work on

• Creating AI-powered automations that solve issues before a person needs to step in
• Investigating recurring issues at the source and partnering with other teams to eliminate them
• Personally resolving high-value and unusual customer cases with care until they are fully closed
• Turning customer support data into prioritized product, operations, and engineering improvements
• Building reporting that highlights what is driving ticket volume and where customer experience is breaking down
• Developing trust and safety practices for a high-value collectibles marketplace
• Working quickly, paying close attention to detail, and consistently leaving customers feeling more reassured than before
• Making thoughtful tradeoffs, taking ownership, and enjoying the process of building

Requirements

• At least 5 years of experience building and running support or operations for a B2C business
• Experience launching a support function from scratch, with a preference for tooling and automation over hiring early
• Ability to design support systems that are simple at first but can scale reliably
• Strong experience using AI tools to create automations
• Comfort with technical and analytical work, including independently exploring data
• Background in operations, trust and safety, or concierge services within a high-volume consumer business
• Understanding of collector behavior and motivation, ideally from personal experience as a collector

Success measures

Success in this role will be reflected in customers continuing to build their collections on Trove, reduced repeat contacts for the same issue, and support insights being actively used by product, operations, and engineering teams to shape priorities. High-value customers should feel known and cared for, and most support volume should come from business growth rather than avoidable mistakes.

About the company culture

Trove is building a new kind of collectibles business from scratch. The product allows users to buy and open packs digitally, then decide whether to keep, sell, or physically redeem cards. The company is still early, but it is backed by experienced founders with prior exits and capital from top-tier investors.

The team values strong talent, high standards, and meaningful ownership. This is meant to be a challenging environment where you can grow beyond your current experience and clearly see the impact of your work. The company aims to provide the resources you need and then give you room to execute.

Compensation and benefits

The company offers highly competitive compensation, free health insurance, flexible time off, and meaningful equity so employees can participate in the company’s upside.

Work location

The team is based in New York City and is hiring for flexible in-person work.