Client Services Trainer

About The Role

The Real Real is seeking a Trainer to support the delivery and execution of training initiatives across the field such as Sales, Retail & Client Services teams. This role will work closely with the Manager, Field Training and other team members to facilitate sessions, provide on-the-ground support, shadow team members, and reinforce key learning objectives for a specific department. The ideal candidate is passionate about helping others grow, comfortable presenting in group settings, and eager to contribute to a culture of continuous learning and improvement.

[Client Services Trainer]

• Design and deliver customer service training programs that align with company standards and reinforce the desired brand experience
• Facilitate engaging in-person and virtual learning sessions to ensure consistent, high-quality service across teams and locations
• Provide on-site support for new tool rollouts and training cohorts, as well as regular employee shadowing and coaching for managers to enhance service delivery
• Customize and adapt training content to address specific customer service challenges and the unique needs of teams or locations
• Drive new customer service programs, processes, and initiatives by delivering clear, actionable training that drives measurable improvements in the customer experience
• Observe team interactions with customers, providing targeted feedback and coaching to reinforce best practices and elevate service standards. Track and report participation, engagement, and results through the LMS or other tools, linking training outcomes to service performance metrics
• Collaborate with the Field Training Manager and Learning Design team, proactively gathering actionable field insights to inform and refine the design of training initiatives and identifying critical skill gaps or new training opportunities
• Maintain a strong understanding of department operations, customer experience priorities, and company goals to ensure training is relevant and impactful
• Foster a positive learning culture focused on delivering exceptional customer service and continuous performance excellence

[Retail Trainer]

• Design and deliver impactful training programs that reflect brand standards and the in-store client experience
• Facilitate engaging in-person and virtual learning sessions to drive consistency across stores, regions, and teams
• Provide on-site training and support for key initiatives —including onboarding, store openings, new tool and process rollouts, seasonal programs, and team development cohorts
• Partner with store and field leadership to coach employees and managers, reinforcing service behaviors, operational excellence, and brand values
• Observe on-the-floor performance to identify strengths and opportunities; deliver real-time feedback and follow-up coaching
• Drive the launch of new programs and initiatives by creating clear, actionable learning experiences that enable quick adoption and measurable results
• Track and report training participation, engagement, and performance outcomes through the LMS
• Gather and analyze feedback from learners, leaders, and field partners to measure training effectiveness and continuously improve content
• Maintain a deep understanding of store operations and client experience standards to ensure training aligns with business priorities
• Champion a positive learning culture that promotes collaboration, growth, and exceptional client service

[Sales Trainer]

• Design and deliver new hire onboarding sessions, ensuring a smooth and consistent learning experience for all new employees
• Facilitate training sessions (virtual) and provide hands‑on guidance and continuous support to reinforce learning and skills development
• Observe training sessions or team activities to identify coaching opportunities and provide basic feedback in alignment with established programs
• Collaborate with the Field Training Manager and Learning Design team, proactively gathering actionable field insights to inform and refine the design of training initiatives and identifying critical skill gaps or new training opportunities. Support the execution of department-specific training initiatives by helping to schedule,…