J.Hilburn · 16 hours ago
Customer Success Specialist
Lewisville, TX
Full-time
Hybrid
Senior Level
5+ years expJ.Hilburn is a company focused on providing exceptional service to its Stylists. The Stylist Success Specialist will support Stylists in delivering a 5-star concierge service to their clients while ensuring they feel valued and equipped to grow their business.
Direct SalesE-CommerceFashionRetail
Hiring Manager
Alexander Newbold
Responsibilities
Demonstrate a relentless commitment to supporting Stylist business success with a proactive, solutions-first approach
Deliver timely, white-glove service via phone, email, live chat, and text channels to support Stylist and Client inquiries
Provide guidance and advice on product fit, design, and ordering to support Stylist expertise and Client satisfaction
Troubleshoot complex issues with persistence and professionalism, ensuring complete and satisfying resolution for the Stylist
Build authentic relationships with Stylists and act as a trusted partner in their business growth
Identify opportunities to check in with Stylists, support onboarding or transitions, and proactively offer help without being asked
Surface useful trends or recurring challenges to company leadership to improve systems and drive service enhancements
Ensure the Stylists will feel seen, heard, and supported by owning their issue from start to finish
Continuously learn knowledge of J.Hilburn processes, programs, and systems accurately in daily support
Reference and contribute to the internal knowledge base to support continuous service quality improvement
Follow standard operating procedures to ensure consistency and professionalism in every interaction
Accurately record service requests, updates, and resolutions in the appropriate systems
Communicate openly and respectfully with peers, sharing knowledge and supporting group success
Collaborate respectfully and effectively with other departments to align on solutions, share insights, and support Stylist-facing initiatives
Qualification
Required
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
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.)
Company
J.Hilburn
J.Hilburn is a luxury menswear company that delivers custom and ready-to-wear apparel, as well as accessories.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$26.04MKey Investors
Battery Ventures
2012-10-10Series Unknown· $13.79M
2011-06-09Series C· $5M
2010-05-01Series B· $3M
Leadership Team
Jerry Huang
Chief Technology Officer
Joshua Moore
Chief Financial Officer
Recent News
Company data provided by crunchbase