WHAT WE DO MATTERS:
Here at The Knot Worldwide, we believe in doing work that matters. In 16 countries around the world, our leading family of brands (The Knot, WeddingWire, Bodas, Hitched, The Bash, The Bump, and more) inspire, inform, and celebrate our communities as they move through life’s milestones. Our couples and business partners depend on us. They're all in. So are we.
ABOUT THE ROLE AND OUR TEAM:
WeddingPro Support Team Members on our Global Support Operations team are responsible for supporting our local WPS Support Team by providing exceptional service and an effortless experience to the TKWW vendor base. As the front-line and most frequent contact for both paid and unpaid vendors, the WeddingPro Support Team Members are crucial to building and maintaining strong brand affinity and vendor satisfaction. We provide quality guidance, emphasize product value, and instill excitement in every phone call to help drive loyalty and retention.
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RESPONSIBILITIES:
- Provide highly responsive service to TKWW Wedding Pros (vendors), efficiently and professionally via email.
- Maintain sufficient product knowledge across all TKWW properties to provide accurate solutions and an effortless vendor experience.
- Problem solve technical questions and issues that customers may have and work cross-departmentally to resolve them.
- Share “the voice of the vendor” from the WeddingPro Support POV so leadership can adequately support retention efforts.
- Identify and flag any site bugs or common customer questions to Support leadership.
- Consistently meet or exceed stated performance expectations for work quality, quantity, and impact.
- Maintain individual and team-level ratings of satisfaction with WeddingPro Support. These may include CSAT, CRS, NPS or other metrics as determined by leadership.
- Remain 100% compliant with all data, record-keeping, and reporting requests.
- Other projects/duties as assigned.
SUCCESSFUL CANDIDATES HAVE:
- 2-3 year experience with previous work in a high volume, high visibility customer service environment or similar
- Strong technical background, preferably with SaaS or subscription products
- Proven ability to learn new information and adopt new processes quickly and effectively
- Strong written and impeccable verbal communication skills
- Ability to multi-task and excellent time management skills
- Willing to work in US Shift timings
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At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!
WHAT WE LOVE ABOUT YOU:
- You Dream Big. You iterate and experiment to drive innovation.
- You Love Our Users. You keep our global community at the center of everything you do.
- You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.
- You Hustle Every Day. You favor urgency and own your outcomes.
- You Win Together. People are at the heart of our success and you play as a team.
WHAT YOU LOVE ABOUT US:
We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter both in and out of the “office”. We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.
TKWW’s approach to the future of work: At the onset of the coronavirus pandemic, TKWW pivoted all global employees to remote work while prioritizing physical and mental wellbeing. While the majority of our global offices are open and available at this time, all TKWW employees have the ability to work remotely full time through the length of 2022. Upon entering our “new normal”, TKWW will pilot a hybrid work model where employees will have additional flexibility. (Note: employees who were hired into remote positions will continue to work fully remotely.)
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US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
US Applicants: If you are a resident of Colorado or New York City, please email statejobdescriptions@theknotww.com to request your state-specific job description. In the subject line, please add the specific job title of the role you are applying to. Please also be sure to specify your state of residence.