Customer Service Lead- Training and Development

Trove Brands • Lehi, UT

5d • Onsite

About The Position

As the Customer Service Lead for Training and Development, you will own the creation and maintenance of our training library, the new hire onboarding experience, and ongoing professional development resources—all while maintaining a hands-on role in resolving customer inquiries. You will strengthen customer relationships by delivering empathetic, connected support and by coaching members of the training and development team to do the same.

Requirements

• Excellent written, verbal, and interpersonal communication skills.
• Highly focused with a strong capacity for task-based work.
• Proven ability to manage multiple priorities simultaneously, delegate effectively, and meet deadlines.
• 1–3 years of experience in instructional design, corporate training, or customer service coaching.
• Familiarity with Helpdesk and ticketing software solutions (e.g., Gorgias, Zendesk, Freshdesk).

Nice To Haves

• Service mindset
• Ability to anticipate and adapt language to better suit the needs of an individual customer
• Ability to speak with empathy and care
• Recognize the importance of facilitating meaningful and impactful connections with customers
• Find meaning in training associates to consistently accomplish this goal

Responsibilities

• Curate and Maintain Training Materials: Manage our training resources and SOPs, ensuring content remains accurate, up-to-date, and easily accessible.
• Facilitate New Hire Onboarding: Oversee the end-to-end onboarding process, including digital learning modules, coaching sessions, and live trainings.
• Team Leadership & Coaching: Conduct weekly 1:1 meetings with T&D team members to provide performance coaching, skill training, and task alignment based on CS leadership goals.
• Drive Professional Development: Assist in designing and executing continuous learning opportunities and professional development initiatives for the broader team.
• Maintain frontline proficiency by connecting with consumers across our support channels as directed by the CS leadership team.

Benefits

• Comprehensive medical, dental, and vision care
• 401k package with employer matching
• Paid Time Off
• Maternity/Paternity leave
• Full indoor basketball/volleyball court
• Fully equipped fitness center (cardio, weights, functional fitness area, lockers and showers, etc.)
• Yoga studio
• Meditation/Nap room

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed