Customer Success Specialist

J.Hilburn; Lewisville (TX); Hybrid; USD 55,000 - 75,000; Full time

Job summary

J.Hilburn is seeking a Stylist Success Specialist in Lewisville, Texas to provide concierge service to Stylists, ensuring they receive the support needed to succeed. Responsibilities include building relationships with Stylists, offering expert product advice, and troubleshooting service issues. The ideal candidate will have a Bachelor’s degree and at least 5 years of experience in customer service or sales in a high-end retail environment. Minimal travel is required, with an onsite schedule 4 days a week.

Qualifications

• 5+ years of customer service or sales experience in high-end retail or fashion.
• Ability to deliver support across multiple channels in a fast-paced environment.
• Experience resolving complex service issues with professionalism and empathy.

Responsibilities

• Deliver concierge service to support Stylist business success.
• Communicate effectively with Stylists and provide product advice.
• Document service requests and follow standard operating procedures.

Skills

Problem-solving skills

Communication skills

Relationship management

Microsoft Office proficiency

CRM systems familiarity

Education

Bachelor’s degree in Fashion Merchandising, Business, Communication, or related field

Tools

Zendesk

Salesforce

Freshdesk

Job description

The Stylist Success Specialist position will help J.Hilburn Stylists feel confident and equipped to provide 5 star concierge service to their Clients and grow their business while also ensuring that the Stylist feels valued by the company.

Core Accountabilities and Responsibilities

• Concierge service mentality: Demonstrate a relentless commitment to supporting Stylist business success with a proactive, solutions-first approach.
• Multi-channel responsiveness: Deliver timely, white-glove service via phone, email, live chat, and text channels to support Stylist and Client inquiries.
• Fit and product support: Provide guidance and advice on product fit, design, and ordering to support Stylist expertise and Client satisfaction.
• Problem resolution: Troubleshoot complex issues with persistence and professionalism, ensuring complete and satisfying resolution for the Stylist.

Stylist Partnership Development

• Business partnership mindset: Build authentic relationships with Stylists and act as a trusted partner in their business growth.
• Proactive outreach: Identify opportunities to check in with Stylists, support onboarding or transitions, and proactively offer help without being asked.
• Insight sharing: Surface useful trends or recurring challenges to company leadership to improve systems and drive service enhancements.
• Advocacy and follow-through: Ensure the Stylists will feel seen, heard, and supported by owning their issue from start to finish.

Knowledge and Process Execution

• Policy and procedure fluency: Continually learn knowledge of J.Hilburn processes, programs, and systems accurately in daily support.
• Knowledge base utilization: Reference and contribute to the internal knowledge base to support continuous service quality improvement.
• Process adherence: Follow standard operating procedures to ensure consistency and professionalism in every interaction.
• Documentation and ticketing: Accurately record service requests, updates, and resolutions in the appropriate systems.

Cross-functional Collaboration

• Stylist Success Team Collaboration: Communicate openly and respectfully with peers, sharing knowledge and supporting group success.
• Cross-functional Team Collaboration: Collaborate respectfully and effectively with other departments to align on solutions, share insights, and support Stylist-facing initiatives.

Required Knowledge, Skills, and Abilities

• Delivering support across multiple channels (phone, email, chat, sms) in a fast-paced
• Strong problem-solving, communication, and relationship management skills.
• Strong proficiency in Microsoft Office (Word, Excel, Outlook) and familiarity with CRM systems (e.g., Zendesk, Salesforce, Freshdesk).
• Ability to resolve complex service issues with a high level of professionalism, persistence, and empathy.
• Providing fit and product advice, ideally within apparel, tailoring, or styling environment.
• Proven record of adaptability and resilience while thriving in a fast-paced environment by staying composed, flexible, and ready to take initiative.
• Working with independent contractors, business owners, or Stylists, offering tools, guidance, and support to help grow their business.

Required Education and Experience

• Bachelor’s degree in Fashion Merchandising, Business, Communication, or a related field preferred.
• 5+ years of customer service or sales experience, preferably in high-end retail client‑facing, apparel/fashion, e‑commerce, or concierge services.
• Familiarity with interpreting and navigating backend order systems, customer profiles, and inventory tools.
• Familiarity with building successful rapport and loyalty with clients.
• Proven record of adaptability and resilience while thriving in a fast‑paced environment by staying composed, flexible, and ready to take initiative.
• Familiarity with CRM systems, ticketing platforms, or customer support software (e.g., Zendesk, Salesforce, Freshdesk, etc.).

Travel

• There is minimal anticipated travel required for this position.
• Annual Company Conferences, held in the DFW area.

This is an ONSITE position 4 days/week, Monday through Thursday, Fridays are remote and occasionally on the weekend.