Job Description

The Support Enablement Specialist provides the Stylist Support team with the knowledge, tools, and training needed to deliver a 5-star concierge service to help Stylists solve wide ranging problems related to running their business and serving their Client.

This is an onsite position 4 days/week (Monday through Thursday, Fridays-remote) located at 883 Trinity Drive, Lewisville, TX.

Core Accountabilities and Responsibilities

Centralized Stylist Support Knowledge Base

• Knowledge base framework: Design a logical framework to enhance searchability and ease of use for the Stylist Support Team.
• Content creation: Work cross-functionally to develop, enhance, and organize content for easy navigation and usability by the team.
• Content quality control: Regularly update Knowledge Base materials to reflect current processes, promotion, and policies.

Process Documentation and Optimization

• Workflow documentation : Establish clear, structured process documentation to standardize Stylist Support operations.
• Operational efficiency improvements : Identify inefficiencies, escalate process gaps, and suggest optimized solutions.
• Training material organization : Structure training content to ensure easy access and usability for team members.
• Content consistency : Conduct routine audits to align process documentation with current business practices and service standards.

Stylist Support Team Core Training

• Training curriculum: Develop and design training programs for new hires, business changes, product knowledge, fit advice, and continuing education for different learning styles.
• Facilitate training : Deliver interactive training sessions to improve knowledge retention.
• Resource accessibility for Stylist Support Team: Ensure team members have the necessary tools, materials, reference guides, and training to provide a 5-star concierge service experience.
• Training impact measurement: Develop assessments to track knowledge retention and practical application of training.
• Effectiveness evaluation: Use feedback, performance data, and insights to refine training programs and address gaps.

Cross-functional Initiatives Support

• Knowledge and training gaps: Partner with internal teams to assess areas needing additional training or process enhancements.
• Partner with stakeholders: Work cross-functionally with other departments to ensure training and knowledge materials align with business goals.
• Support change management initiatives: Assist in rolling out new events, processes, and updates to ensure smooth adaptation across the Stylist Support team.

Alignment with J.Hilburn Core Values and Culture

• Personal Alignment: Understand and commit to J.Hilburn’s core values and culture.
• “Walk the Talk: Lead by example and behave consistent with the Company’s values and culture.
• Reinforcement and Support: Communicate and visibly demonstrate the Company’s values as guidelines for daily decision-making. Support initiatives to reinforce the core values and culture.

Required Knowledge, Skills, and Abilities

• Leading, implementing, and managing a Knowledge Base platform.
• Obsessive attention to detail and an internal drive for accuracy.
• Creative mindset to take information from many and display it in an easy, clear, and understandable way.
• Training within a service center environment.

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 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 and Semi-Annual Company Conferences, usually in the DFW area

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