Customer Experience Lead (Keyholder) - Boston

The RealReal; Massachusetts; On-site; USD 35,817 - 41,328; Full time

Benefits offered by this job

Bonus program (target $750/mo)

Employee stock purchase plan

401(k) with company match

Medical, Dental, Vision & Commuter Ben

Paid parental leave

9 company holidays

18 PTO days

Diversity & Inclusion initiative

Job summary

The RealReal in Massachusetts is seeking a Customer Experience Lead to drive exceptional customer service on the sales floor. You will coach associates, motivate the team, and help achieve store sales goals within a fast-paced, metrics-driven environment.

As part of the store management team, you will engage customers, educate them on sustainable luxury fashion, and manage consignor relations while ensuring brand standards and smooth daily operations.

Qualifications

• Minimum 2+ years retail experience in customer-facing role.
• Ability to work flexible hours including holidays, evenings and weekends.
• Demonstrated commitment to delivering elevated customer experiences.
• Strong problem-solving and time management skills.

Responsibilities

• Educate customers on sustainable fashion and The RealReal's mission.
• Drive sales through engagement, suggestive selling, and product knowledge.
• Explain consignment process and set expectations with consignors.
• Review items for shipment, ensure cataloging and TRR quality standards.
• Maintain high quality handling of products and brand standards.
• Provide top-tier service across multiple customer journeys.
• Outreach to existing customers to drive store traffic.
• Support consignor relations and store operations including openings/closings.
• Assist with replenishing supplies and merchandise on the floor.

Skills

Retail experience

Flexible hours

Problem solving

Customer service

Brand representation

Organizational skills

Fast-paced environment

Tools

Google Suite

Salesforce

Mac iOS

Job description

About The Role

The Customer Experience Lead serves as a key driver within the retail store to provide exceptional customer service, support supply (consigned product) generation, sales, and client services. As a Customer Experience Lead, you are goal‑oriented, customer‑obsessed, and driven to achieve and exceed sales goals, with a passion for sustainable luxury fashion. You’re a self‑motivated individual who thrives in a fast‑paced, metrics‑driven, team environment. As part of the store management team, you will help motivate the team to achieve their goals, playing an active role on the sales floor and coaching associates.

What You Get To Do Every Day

• Educate customers on The RealReal’s mission of sustainable fashion and business structure
• Drive sales through customer engagement, suggestive selling, and sharing product knowledge
• Clearly communicate our consignment process and set proper expectations with the consignor during drop‑off
• Carefully review and process all items for shipment, ensuring they are catalogued and meet TRR quality standards
• Ensure product is handled to the highest quality standards
• Provide a high level of service while navigating multiple customer journeys simultaneously
• Build brand loyalty by delivering a best‑in‑class customer experience
• Outreach daily to existing customers to drive traffic to the retail store
• Support consignor relations issues
• Assist with opening and closing procedures
• Support store daily tasks such as replenishing supplies, replenishing merchandise, and maintaining brand standards

Keyholder Responsibilities

• Perform and coordinate store opening and closing procedures in compliance with Company procedures
• Support management with ongoing tasks such as training, developing, coaching, and motivating team members
• Other duties as assigned

What You Bring To The Role

Minimum Requirements

• 2+ years retail experience in a customer or business‑facing position
• Ability to work flexible hours to meet the needs of the business, which may include holidays, evenings, and weekends
• Dedication to delivering an elevated experience to both customers and employees
• Ability to problem‑solve in order to meet the needs of customers
• A positive, friendly demeanor with the ability to represent the TRR brand with integrity and professionalism at all times
• Receptiveness to feedback to improve performance; ability to remain objective when reviewing own performance levels; does not settle for good and pushes for great performance
• Comfort with ambiguity and finding creative solutions by taking appropriate partnerships to achieve desired outcome
• Strong organizational and time management skills; ability to balance competing priorities without showing stress or frustration
• Ability to excel in a dynamic, fast‑paced environment

Preferred Requirements

• Previous luxury/consignment retail experience
• Proficiency with Google Suite and Salesforce
• Experience using Mac iOS operating system

Compensation, Benefits, + Perks

• $750 bonus/month (at target)
• Employee Stock Purchase Plan
• 401(k) with Company MatchMedical, Dental, Vision & Commuter Benefits (applicable locations)
• Paid Parental Leave
• 9 Paid Company Holidays
• 18 Paid Time Off (PTO) Days (PTO starts accruing on the first day of work)
• Find out more about our Benefits here.

The expected hourly rate for this role is $26.00–$30.00. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package; depending on role, employees may also be eligible for a bonus program, incentive pay, and benefits.

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with 37 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in‑house gemologists, horologists, and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women’s and men’s fashion, fine jewelry and watches, art, and home—in support of the circular economy. We make selling effortless with free virtual appointments, in‑home pickup, drop‑off, and direct shipping. We handle all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as shipping and customer service.

The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal‑opportunity employer. You can read about our Diversity Equity and Inclusion program here.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee is requested to occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.