Customer Success Specialist

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

5-star Concierge Service

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 :

Continously 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

Travel

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