Client Services Trainer

About The Role

The RealReal 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, coordinate, and facilitate sessions
• Build familiarity with the business unit(s) to better understand team needs and support aligned training efforts
• Promote a positive learning culture by being an approachable, reliable resource for new hires and field team members
  
  

Compensation, Benefits, Perks

The expected salary range for this role is $70,737.00-$85,000.00. 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 must 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.