Customer Service Lead- Training and Development

Trov; Lehi (UT); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401k with employer matching

Paid Time Off

Maternity/Paternity leave

Indoor basketball/volleyball court

Fitness center and amenities

Job summary

Trove Brands in Lehi, Utah, seeks a Customer Service Lead for Training and Development to own the creation and maintenance of our training library and onboarding experiences while remaining hands-on with customer inquiries. You will coach the training and development team to deliver empathetic, connected support.

Responsibilities include curating training materials, facilitating onboarding, leading the team, and driving ongoing professional development across the customer service function.

Qualifications

• 1–3 years of experience in instructional design, corporate training, or customer service coaching.
• Strong written and verbal communication skills.
• Experience managing training materials, onboarding, and development initiatives.

Responsibilities

• Curate and maintain training materials and SOPs to keep content up-to-date and accessible.
• Oversee end-to-end onboarding, including digital learning modules, coaching sessions, and live trainings.
• Lead and coach the training and development team through regular 1:1 meetings and performance coaching.
• Design and execute continuous learning opportunities and professional development for the team.
• Maintain frontline proficiency by engaging with customers across support channels as directed.

Skills

Communication

Execution

Project Management

Instructional Design

Customer Service Coaching

Tools

Gorgias

Zendesk

Freshdesk

Job description

Customer Service Lead- Training and Development

Lehi, Utah

Trove Brands is a privately‑held house of brands including BlenderBottle, Owala, Whiskware, and Eco‑Brite. Our patented and best‑selling products are designed to simplify and improve everyday life with leading‑edge innovation, incomparable quality, and aspirational style.

A career at Trove Brands is not about punching the clock. It’s about embracing exciting and fast‑paced opportunities that sharpen your skills, drive innovation, and play an integral role in growing our global reach. Your work will not only impact the company, it will impact the lives of millions of people around the world. When you step up to a career at Trove, you step up to cutting‑edge excellence. You sign up for bold action and invigorating synergy. You agree to face—and break through—new challenges every single day.

Summary

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.

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.

Qualifications, Skills, and Abilities

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

Who We’re Looking For

We’re looking for individuals with a service mindset. These individuals will demonstrate the ability to anticipate and adapt language to better suit the needs of an individual customer and speak with empathy and care. A successful individual in this role will recognize the importance of facilitating meaningful and impactful connections with customers and find meaning training associates to consistently accomplish this goal.

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.)
• Meditation/Nap room
• And much more!

Trove Brands is an equal opportunity employer.