Customer Experience Trainer

Customer Experience Trainer – Brilliant Earth  

Position Overview:   

The Customer Experience Trainer will assist in the scheduling and administration of training sessions for the Customer Experience Team and be responsible for delivering exceptional service to Brilliant Earth customers.  This is a hands-on, detail-oriented role that requires a desire to organize, track and facilitate training modules. This role is responsible for analyzing and reporting team member performance results as well as creating training action plans to support skillset development. You will be involved in continuous training and process improvements to better serve our employees and customers and improve operational effectiveness. As Brilliant Earth’s dedicated Customer Experience Trainer, you will have the opportunity to help shape our customer experience and have a direct impact on the growth of the company.  

This role will require domestic travel ability (estimated 30-40%) to our showrooms and headquarters. This role will have a rotating weekend schedule every 4th weekend. Candidates will be expected to commute to one of our showrooms in the EST timezone regularly - view a list of our showroom locations here.

Key Responsibilities:   

• Administer training sessions and act as a point of contact for new hires through the learning process and showroom openings   

• Work with the Instructional Design and Content manager to improve training materials.   

• Schedule training modules for new hires on the fast-growing Customer Experience and Concierge teams.  

• Track new hire progression through the training program, ensure team members are moving efficiently through the process, and update managers accordingly.   

• Analyze customer experience training team metrics to ensure performance standards are met and identify performance trends or concerns at the team and individual levels.   

• Collaborate with customer experience team managers and Human Resources to identify training needs.   

• Support a territory of showrooms with additional training and workshops/webinars/clinics to support performance needs.  

• Attend training-specific meetings with key partners in the business as needed.  

• Train existing team members or onboard team members in various showrooms as needed.  

• Support process improvements with effective training programs.   

Specific Qualifications:   

• Experience working in an LMS is required  

• Experience in content development tools such as Articulate/Rise/Storyline is required 

• 1+ year(s) in training implementation, content development, and analyzing performance required 

• Available for domestic travel as needed (estimated 30-40%) 

• BA degree or equivalent experience, preferred    

• Retail industry or sales experience, preferred  

• Strong Excel skills and Microsoft skills required; proficient computer skills, ERP and system, and Salesforce experience preferred 

• Proven track record of high performance in a fast-paced environment 

• Highly organized with a focus on execution, problem-solving, and improving processes   

• Excellent oral, written, and interpersonal communication skills to communicate concepts and processes in an easy-to-understand matter to diverse audiences. 

• Ability to think critically and adapt quickly in a flexible environment   

• Exceptional time management skills and accountability  with ability to work collaboratively in a team environment 

• Strong performance analytics skills with high attention to detail  

• Entrepreneurial spirit/self-starter  with an interest in socially and environmentally responsible organizations   

What We Offer   

At Brilliant Earth, we’re passionate about the employee experience. That’s why we offer an excellent training program and endless opportunities for career growth! In addition, we offer competitive compensation and a robust benefits package, including:    

• Insurance. Medical, dental, and vision insurance kick in on the first day of your 2nd month!    

• 401k match. We know that saving for the future is important. That's why we offer a generous 401k match.    

• Paid Time Off. We know it is important to recharge and relax- you’ll accrue 3 weeks of PTO in your first year.  

• Disability and Life insurance. 100% employer-paid.    

• Pre-Tax Commuter Benefits.    

• Continued Education. Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings.     

• Employee Discounts. As an employee at Brilliant Earth, you’ll receive a generous discount on our jewelry.    

• Wellness Benefits. We offer access to exclusive discounts on gym memberships and more, as well as an Employee Assistance Program for 24/7 access to counseling.    

• Giving Back and Volunteer Opportunities. In addition to our giving back programs, our teams support local initiatives and spend time together by volunteering. 

At Brilliant Earth, our mission is to cultivate a more transparent, sustainable, compassionate, & inclusive jewelry industry. We believe in creating jewelry you can feel good about wearing, without ever compromising between quality and conscience. We are hard-working team players that welcome challenges and rise to any occasion. Our community of collaboration, respect and encouragement is fostered by frequent team events, cross-departmental meetings and celebrating our wins, big and small. As one of the fastest growing e-commerce jewelers in the world, we're searching for bright and passionate people who are excited to make an impact from day one and grow with the company to take on greater responsibility over time.

Brilliant Earth recognizes the value of diversity and inclusion on our team, as we work together to reinvent fine jewelry in a thoughtful and modern way. At Brilliant Earth, we celebrate each other – our successes, the lessons along the way, and the unique perspectives each individual brings to our team. It is our intent to maintain a work environment and hiring process which is free of harassment or discrimination because of sex, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by Federal, State or local laws. We are committed to complying with all Federal, State and local laws providing Equal Employment Opportunities, and all other employment laws and regulations.

If you need assistance or reasonable accommodation completing an application or at any stage of the interview process, please reach out to us at accommodations@brilliantearth.com.