Customer Service Lead - Training & Onboarding Coach

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

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.