Lead Customer Service Representative

Location: NYC (in office 3 days per week) 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. On any given week, you might: 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 You have experience and success in these areas: 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 What success looks like: Customers increasingly build their collections on Trove Customers never need to contact support twice for the same issue Product, operations, and engineering actively use support insights to prioritize what they build High-value customers know real people at Trove and feel taken care of Most support volume comes from growth, not preventable mistakes About us: We’re building a new kind of collectibles company from the ground up. Trove lets you buy and open packs digitally, then choose to keep, sell, or physically redeem cards. We’re just getting started but our team is led by proven entrepreneurs with multiple exits and has raised capital from top tier investors. We know that putting together a talented, passionate group of people is the most important part of building a business. Our bar is high and our results are exceptional. This is an environment where you’ll feel challenged, grow beyond what you’ve done before, and visibly see how your work impacts the business. Our job is to give you what you need and get out of your way. Beyond that, we offer highly competitive comp, free health insurance, flexible time off, and meaningful equity so you’ll share in the company’s success. The team is headquartered in NYC and hiring for flexible in-person work. #J-18808-Ljbffr