Customer Service Training Manager

Customer Service Training Manager Department:

Customer Service Employment Type:

Full Time Location:

Remote Compensation:

$90,000 - $110,000 / year Description At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you'll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage. The Customer Service Department Trainer is responsible for building and maintaining the knowledge foundation that enables Thorne's Customer Service team to deliver accurate, accurate, high-quality product support to our customers. This role owns the development of training programs, product education, and a centralized knowledge base that serves as the single source of truth for the department. The Trainer ensures Customer Service Representatives are equipped with current information on products, ingredients, policies, and procedures across all business channels. This position works closely with Medical Affairs, Quality Assurance, Marketing, and other cross-functional partners to ensure alignment and accuracy in all customer-facing communication. The ideal candidate brings a strong background in integrative health or nutraceuticals and has a passion for translating complex information into clear, usable guidance.

RESPONSIBILITIES

Training and Team Enablement Develop and deliver onboarding and ongoing training programs for Customer Service Representatives Lead regular product education sessions to keep the team current on new products, ingredient updates, label changes, and discontinued SKUs Evaluate training effectiveness and adjust content to improve team performance and knowledge retention Serve as the primary point of contact for product and process-related training within Customer Service Knowledge Base Development and Management Build and maintain a centralized Knowledge Base that serves as the source of truth for Customer Service Organize and structure content so it is easily searchable and usable during customer interactions Maintain detailed product information including ingredients, benefits, recommendations, SKU data, and product visuals across all channels Transition internal communications into a scalable knowledge platform that allows for efficient information retrieval Product Information Management Manage communication of product lifecycle updates including launches, ingredient changes, label updates, and product retirements Ensure Customer Service has clear and accurate guidance for responding to customer questions Partner with internal teams to anticipate customer needs and reduce gaps in information Cross Functional Collaboration Partner with Medical Affairs, Quality Assurance, Marketing, and Product teams to ensure consistent and accurate messaging Align on product positioning, claims, and communication updates before they reach customers Act as a bridge between Customer Service and internal teams to streamline information flow Process Documentation and SOPs Create and maintain standard operating procedures for Customer Service processes across all business areas Develop and manage a policy and procedures manual for the department Identify opportunities to improve consistency and efficiency through better documentation Promotions and Communication Communicate current promotions and key updates to the Customer Service team Ensure representatives understand promotion details and can accurately support customer inquiries Stay aligned with Marketing and Sales on upcoming campaigns and initiatives

WHAT YOU NEED

Bachelor's degree required, preferably in Integrative Health, Nutrition, or related field. 5 or more years of experience in the nutraceutical, supplement, or integrative health industry. Experience in a compound pharmacy or similar environment preferred. Experience in training, enablement, or knowledge management within a customer service environment preferred. Must be able to trave onsite 4 times a year as well as additional travel when needed Knowledge and Skills Strong understanding of dietary supplements, ingredients, and their role in health and wellness Ability to translate technical or scientific information into clear and practical guidance Experience building or managing knowledge bases or internal content systems Strong organizational skills and attention to detail Clear and effective written and verbal communication skills Core Competencies Collaborative and able to work effectively across teams Detail-oriented with a focus on accuracy and consistency Self-directed and able to manage multiple priorities Committed to continuous learning and improvement Comfortable working in a fast-paced and evolving environment

WHAT WE OFFER

Competitive compensation 100% company-paid medical, dental, and vision insurance coverage for employees Company-paid short- and long-term disability insurance Company- paid life insurance 401k plan with employer matching contributions up to 4% Gym membership reimbursement Monthly allowance of Thorne supplements Paid time off, volunteer time off and holiday leave Training, professional development, and career growth opportunities