CX Partnership Manager

Recognized by FastCo in 2022 as one of the World Changing Ideas Awards and in 2020 as one of the World's Most Innovative Companies, Trove powers resale for the world's most beloved brands, extending the life of millions of products and creating more inclusive, less wasteful business models. Trove is the market leader in branded resale and trade-in for world-class brands and retailers such as Canada Goose, lululemon, Patagonia, REI, Levi’s, Arc’teryx, Allbirds, and more. Through its proprietary Recommerce Operating System, Trove is accelerating the shift toward more sustainable business models, foundational for circularity. Over the last decade, Trove has equipped leading brands with technology and operations to create and scale branded resale programs by enabling customer trade-in of items, single-SKU identification and condition grading, site build and maintenance, and customer data collection, analytics and reporting. A Certified B Corporation, Trove is pioneering a new era of retail essential to a more sustainable future.

Trove is looking for a talented CX Partnerships Manager. Reporting to the Senior Customer Experience Manager, you will ensure our CX team works in lockstep with Trove’s world-leading Partner brands. You should be ready to bring D2C insights to a B2B environment with the goal of designing delightful, brand-aligned customer experiences for each Partner brand’s resale program.

The primary focus of this role will be to understand, champion, and act on opportunities to improve the customer experience in each Partner’s resale program. You will become a Subject Matter Expert on the tools and processes Trove’s CX team uses, as well as the tailored service offerings unique to each of our brand Partners. The qualitative and quantitative insights you share with the Partnerships team will help shape partner program policies, prepare the CX team for promotions, and drive a customer-centric culture at Trove. As a subject matter expert, you should also expect to support the CX team and customers on a regular basis. This is a full time position that reports to the Sr. Customer Experience Manager.

• Work with Sr. Manager of CX to track and monitor CX KPIs. Reports to the partnerships team on CX first response SLA and other relevant KPIs on a weekly and monthly basis.
• Collaborate with Sr. Manager of CX and Analytics to improve partnerships and partner-facing Looker BI dashboards.
• Drive innovation in each Partner program, acting as a champion for partner program improvements using new ZenDesk features and working with Trove’s Product Management team.
• Research current policies, product features, and protocols that impact the customer experience and leads projects to improve cold and prickly customer experiences.
• Resolve customer escalations forwarded from our Partners, managing and supporting CX Associates as needed with customer-facing resolutions.
• Take an active role in conversations and projects at the intersection of CX and Partnerships. A deep understanding of each partner program’s customer experience allows this person to act as an advocate for the customer and CX team when discussing promotions, Partner program design, and product management features.
• As a part of the in-house CX team, provide guidance and support for Trove’s remote CX associates.
• Collaborate with the Onboarding team to stand up new partners, adapting and improving the templatized process. This work includes building ZenDesk Help Centers, establishing appeasement SOPs, collaborating on customer-facing copy with the partner, and involving other members of the CX team as needed.
• Bring partnership-related information to the rest of the CX team so CX can prepare for promotions, provide feedback on program design changes, etc.

• Excellent written and verbal communication skills in both B2B and D2C interactions
• Experience using Excel, ZenDesk Explore, and/or BI tools like Looker to validate and quantify anecdotes from customers and internal teams
• Proficiency in solving tickets in ZenDesk or other customer support ticketing systems
• Experience leading and contributing in cross-functional projects
• Excited about our mission to reduce waste in the world
• Passionate about Customer Experience and Voice of the Customer work
• Adaptable startup veteran comfortable working in a rapid growth stage company

• Project management experience and skills
• A background in white labeled D2C e-commerce customer support on behalf of a B2B client
• Administrative experience with ZenDesk or other customer support ticketing systems
• Experience working with a remote customer support team
• Experience with Stripe, Shopify, Shippo, and other payment and shipping tools

• Flexible Remote Workplace- Trove’s flexible schedule and remote workplace allows employees to take control over their schedule, which is invaluable when it comes to attending to the needs of personal and work life needs.
• Open PTO -Our flexible vacation company policy allows employees to take as much leave as they need. Employees need time to rest and enjoy themselves outside work. Putting a cap on this important time doesn’t help our effort to achieve high levels of employee satisfaction and productivity.
• 401K- Employees can set aside pre-tax dollars to invest in a qualified retirement investment plan with a company match. 
• Medical- Trove covers 100% of employee monthly premium. 
• Equity/Share Options - The longer the employee works, the more stocks become available to purchase.
• Learning Fund- Exempt employees have access to a pool of funds to support execution of their self-development goals and objectives. 
• Partner Discounts- Enjoy eligibility for Pro Accounts and various partner discounts from Patagonia, Arcteryx and Eileen FIsher
• Mission Driven- Work alongside passionate people to build the leading recommerce infrastructure and  the circular economy.

Trove is committed to creating an equitable and transparent workplace. The annual compensation range for this position is $64,969-$91,575 plus competitive bonus and equity. Final compensation will be determined based on experience, location and skills and may vary from the range listed above. 

Trove is proud to be an equal opportunity company but we don’t want to stop there. We strive to be an anti-racist company and we believe that diversity and gender balance will help us reach our full potential. At Trove we are building a company where we are not only proud of our mission, but how we are pursuing it. We are committed to equal opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status and we will consider qualified applicants with arrest and conviction records for employment.

Trove requires all employees to provide proof of a COVID-19 vaccination as a condition of their employment, subject to exemptions for sincerely held religious beliefs, or medical reasons.