Hybrid NYC: Customer Support Lead with Equity

Trove; New York (NY); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Free health insurance

Flexible time off

Meaningful equity

Team HQ in NYC

Job summary

Trove is building the future of collectibles from NYC. We are seeking a Customer Support Manager to be the first contact for customers as we grow the function from a team of one. You will handle tickets, email, and social interactions with speed and empathy, shaping a scalable support operation.

Initially solo, you’ll define processes, build playbooks, and prepare for a Support Lead as the team expands, owning the knowledge base and feedback loops to improve the product experience.

Qualifications

• 4+ years in a frontline consumer support role.
• Ability to match brand tone under time pressure.
• Organized and self-directed in a partially defined system.
• Comfortable using AI tools to move faster.
• A genuine understanding of the psychology of a collector.

Responsibilities

• Respond to tickets, emails, and DMs with speed and empathy across channels.
• Monitor social channels and respond promptly to support outreach.
• Flag high value or fraudulent situations and patterns.
• Own the help center and macro library; keep content current.
• Surface recurring issues and trends in a lightweight voice-of-customer summary.
• Leverage AI tools to increase speed without sacrificing quality.

Skills

Frontline support experience

Strong written communication

Organized and self-directed

Experience using AI tools

Understanding collector psychology

Tools

AI tools

Job description

Trove is building the future of collectibles from NYC. We are seeking a Customer Support Manager to be the first contact for customers as we grow the function from a team of one. You will handle tickets, email, and social interactions with speed and empathy, shaping a scalable support operation.

Initially solo, you’ll define processes, build playbooks, and prepare for a Support Lead as the team expands, owning the knowledge base and feedback loops to improve the product experience.