Job Description

As a Training Specialist, you’ll play a dual role as both a frontline customer service representative and an educator who helps our team grow. You’ll handle customer inquiries with empathy, precision, and professionalism while also designing and delivering impactful training programs that strengthen our service culture.

You’ll bring curiosity, clarity, and compassion to every interaction—whether you’re responding to a customer or coaching a teammate. Your work ensures that every customer feels valued and every agent feels confident, capable, and inspired to create memorable experiences.

Every role at Trove Brands is critical to our successful functioning as a whole. Your specific responsibilities as a part of Team Trove will include:

Customer Service (50%)

• Promptly and accurately respond to customer emails, ensuring clear, professional communication that reflects our brand voice.
• Analyze and respond to inquiries using key language and tone models that align with Trove’s service standards.
• Maintain accuracy, empathy, and consistency in all customer interactions.
• Identify recurring customer issues or learning opportunities and communicate them to the training and operations teams.

Training & Development (50%)

• Design, deliver, and continuously improve onboarding and ongoing training for phone, email, and social channels.
• Bring Trove Service Playbooks to life through roleplays, scenario-based exercises, and interactive learning.
• Coach customer service team members through live or recorded interactions—offering constructive feedback on empathy, tone, and problem-solving.
• Monitor performance trends and create refresher sessions to target knowledge or behavior gaps.
• Keep training materials and resources current, organized, and accessible across helpdesk and LMS platforms.
• Communicate updates, celebrate wins, and foster continuous improvement through recognition and micro-learning moments.

Qualifications

We seek team members who are adept at contributing their personal expertise to a collaborative work environment. For this role, we’re looking for someone with the following skills and experience:

• 3+ years of experience in customer service, training, learning & development, or team leadership (preferably in consumer products or e-commerce).
• Excellent written and verbal communication skills with the ability to adapt tone and language for different audiences.
• Strong facilitation and coaching skills—you make learning engaging, actionable, and memorable.
• Ability to balance focused, task-based work with strategic training initiatives.
• High emotional intelligence with a natural ability to de-escalate, empathize, and coach others to do the same.
• Experience with customer service platforms (Zendesk, Gorgias, or similar) and learning management systems (LMS).
• Bonus: Familiarity with frameworks like Crucial Conversations or Unreasonable Hospitality.

Who You Are

You’re equal parts coach, communicator, and problem-solver. You thrive in a fast-paced, service-driven environment and love helping people—whether it’s a customer needing support or a teammate learning a new skill. You’re passionate about building systems that make empathy, accuracy, and excellence part of everyday work.

Additional Information

Our culture is passionate, entrepreneurial, and energetic. We value innovation through collaboration. And while we work smart and hard, we also connect and celebrate with equal gusto. We host team-building activities, athletic events, and seasonal celebrations to foster community and reward accomplishments. Bottom line? You’ll love it here.

Among the many benefits our team members enjoy are:

• 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
• And much more!

Trove Brands is an equal opportunity employer.

Phone calls regarding this position are not accepted.