You'll be the first point of contact for every customer request across support tickets, email, chat, and social: you set the tone and establish Trove's relationship with our community of collectors. Day to day that means responding with speed and warmth, keeping queues moving, and using good judgment on things like high value transactions or potential fraud. You're closest to the customer so we want you to advocate for their needs and surface patterns you see across the various interactions you're having. This is important knowledge that the team can use to continually raise the bar. As you learn the business, you'll contribute to support operations and help build a world-class function that scales while still feeling human.
At least 2 years working in a customer centric role
Strong communication with the ability to match our brand voice and tone
Ability to work through ambiguity and execute without a lot of structure or oversight
A mindset of experimentation and continuous learning
Experience using AI tools to automate your day to day work
You like solving difficult problems but for people
What success looks like
Response times stay within SLA across every channel and our support queue is managed, there's no backlog. There's a system in place to share patterns and insights with the team so we can keep improving. When issues are resolved, customers walk away feeling like they talked to someone who genuinely cared; this overshadows any anger or frustration they might have been feeling earlier. Eventually, all aspects of our support function are well documented with an underlying infrastructure that lets us move quickly and scale. Our brand becomes known for having exceptional customer care and the overall tone is consistently human, helpful, and trustworthy.
