Location: NYC (in office 3 days per week)Reporting to the VP of Loyalty, you'll build Trove's customer operations from the ground up: the tooling, workflows, quality standards, automations, and eventually the frontline team that executes this work day to day. The right person has built operations, trust and safety, or concierge services within a high growth consumer business and understands the unique problems we're solving for our customers. Your mission is for every customer to walk away from their interaction with Trove feeling more confident about the brand, their experience, and the collection they're building with us.
On any given week, you might:- Build tooling, workflows, escalation paths, quality standards, and reporting
- 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 situations and edge-cases where there's no developed playbook
- 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
- Partner with Retention Marketing on consistent tone and timing across lifecycle and support touchpoints
- Move quickly, sweat the details, and leave every customer more confident in Trove than they were before
- Once the foundation is solid: hire, onboard, and manage frontline support
You have experience in these areas:- 7+ years running operations or support functions for a B2C business
- Building operations, trust & safety, or concierge services from scratch at least once
- Designing systems that start simple and scale without breaking
- Using AI tooling to automate tactical work that humans don't need to do
- Hiring, managing, and developing a frontline team
- 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 rarely need to reach out twice for the same issue
- Product, operations, and engineering actively use customer insights to prioritize what they build
- High-value customers know real people at Trove and feel taken care of
- Most volume comes from growth, not preventable mistakes
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.
