Support Enablement Specialist
We are looking for:
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.
Qualifications:
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