Customer Experience Architect

Trove; New York (NY); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive compensation

Free health insurance

Flexible time off

Meaningful equity

Job summary

Trove is building the future of collectibles with a hands-on Customer Support Lead who will own the customer experience. You’ll create the support function from the ground up, designing tooling, workflows, and escalations as the company scales.

You’ll work directly with founders and GTM/engineering teams to turn insights into improvements and foster trust with high-value customers. You will be an operator who embraces automation, data-driven decisions, and a strong customer-first approach,

Qualifications

• 5+ years building and running support or operations for a B2C business.
• Standing up a support function from zero, prioritizing tooling and automation.
• Designing scalable support systems that start simple and grow.
• Deep experience using AI tooling to build automations.
• Comfortable diving into data and working technically/analytically.
• Building operations, trust and safety, or concierge services for high-volume consumers.
• Understanding the psychology of a collector is a plus.

Responsibilities

• Build AI-driven automations that resolve issues before a person is involved.
• Identify root causes and partner with teams to remove friction.
• Personally handle high-value or edge-case situations until resolved.
• Turn support insights into product, operations, and engineering improvements.
• Design reporting to show drivers of volume and where experience breaks.
• Establish trust and safety practices for a high-value marketplace.
• Move quickly, sweat the details, and own outcomes.
• Make thoughtful tradeoffs and enjoy doing it.

Skills

Support operations

Automation design

AI tooling

Data analysis

High-volume operations

Customer psychology

Tools

AI tooling platforms

Job description

Trove is building the future of collectibles with a hands-on Customer Support Lead who will own the customer experience. You’ll create the support function from the ground up, designing tooling, workflows, and escalations as the company scales.

You’ll work directly with founders and GTM/engineering teams to turn insights into improvements and foster trust with high-value customers. You will be an operator who embraces automation, data-driven decisions, and a strong customer-first approach,