- Location
- Palo Alto California USA
- Employment
- Full-time
- Seniority
- Supervisor
- Compensation
- $26–30/hour
- Department
- Retail & Boutique Operations
- Industry
- Pre-Owned, Vintage & Circular Luxury
- Posted
- Nov 3, 2026
About The RealReal
The RealReal is a US luxury consignment marketplace founded in 2011. It sells pre-owned fashion, jewelry, watches, art and home furnishings through its website and stores. Its teams authenticate, price and photograph goods before they go on sale.
The RealReal seeks a full-time, onsite Customer Experience Lead for its Palo Alto retail store. The role drives sales and consignor support, delivers elevated customer experiences, and supports store operations and team development; expected pay is $26–$30 per hour, with starting pay determined partly by work location, skills, experience, market demands, and internal parity.
Role & Responsibilities
- Educate customers about The RealReal’s sustainable fashion mission and business structure.
- Drive sales through customer engagement, suggestive selling, and product knowledge.
- Explain the consignment process and set appropriate expectations with consignors at drop-off.
- Review and process items for shipment, ensuring they are cataloged and meet The RealReal’s quality standards.
- Handle products to the highest quality standards.
- Provide a high level of service while managing multiple customer journeys simultaneously.
- Build brand loyalty through an excellent customer experience.
- Contact existing customers daily to drive traffic to the retail store.
- Support consignor relations issues.
- Assist with store opening and closing procedures.
- Support daily store tasks, including replenishing supplies and merchandise and maintaining brand standards.
- Perform and coordinate store opening and closing procedures in compliance with company procedures.
- Support management with training, developing, coaching, and motivating team members.
- Perform other duties as assigned.
Qualifications
- At least 2 years of retail experience in a customer- or business-facing position.
- Ability to work flexible hours, including holidays, evenings, and weekends, to meet business needs.
- Dedication to delivering an elevated experience to customers and employees.
- Ability to solve problems to meet customer needs.
- Positive, friendly demeanor and ability to represent The RealReal with integrity and professionalism.
- Receptiveness to feedback and ability to assess personal performance objectively and strive for excellent performance.
- Comfort with ambiguity and ability to find creative solutions through appropriate partnerships.
- Strong organizational and time-management skills, with the ability to balance competing priorities calmly.
- Ability to excel in a dynamic, fast-paced environment.
- Preferred: Previous luxury or consignment retail experience.
- Preferred: Proficiency with Google Suite and Salesforce.
- Preferred: Experience using the Mac iOS operating system.
Skills
Experience
At least 2 years of retail experience in a customer- or business-facing position; previous luxury or consignment retail experience preferred.
Workplace
This position is based in Palo Alto, California, USA, within easy reach of San Francisco.
Explore jobs in California or in the USA.
Compensation
The base compensation for this position ranges from USD 26 to USD 30 per hour.
Benefits
$750 monthly bonus at target; Employee Stock Purchase Plan; 401(k) with company match; medical, dental, vision, and commuter benefits at applicable locations; paid parental leave; 9 paid company holidays; 18 paid time-off days, accruing from the first day of work.
Culture
A consignment passes through several hands. Authentication specialists examine the item, merchandising teams prepare the listing and client teams work with the person who consigned it.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like The RealReal, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Experience Supervisor», «Client Experience Lead», «Customer Service Lead», «Retail Experience Lead», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.