Training Specialist - Customer Service

Overview

Training Specialist at Trove Brands. 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.

Responsibilities

• 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

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.

Benefits

About Trove Brands

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

We are an equal opportunity employer.

Additional Information

Job postings reflect opportunities at Trove Brands and may include remote or on-site requirements. For more information about opportunities nearby, visit our careers page.

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