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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, & more) inspire, inform, & celebrate our communities as they move through lifes milestones. Our couples & business partners depend on us. They're all in. So are we.

ABOUT THE ROLE:

WeddingPro Support Team Members are responsible for providing exceptional service & an effortless experience to the TKWW vendor base. As the front-line & most frequent contact for both paid & unpaid vendors, the WeddingPro Support Team Members are crucial to building & maintaining strong brand affinity & vendor satisfaction. We provide quality guidance, emphasize product value, & instill excitement in every phone call to help drive loyalty & retention.

RESPONSIBILITIES:

  • Provide highly responsive service to TKWW Wedding Pros (vendors), efficiently & professionally.
  • Maintain sufficient product knowledge across all TKWW properties to provide accurate solutions & an effortless vendor experience.  
  • Work directly with vendors who purchase new or additional TKWW products. Ensure every purchaser is prepared to succeed with TKWW & that the company collects relevant vendor data & expectations to inform the optimal customer journey & experience
  • Problem solve technical questions & issues that customers may have & work cross-departmentally to resolve them.
  • Share the voice of the vendor from the WeddingPro Support POV so leadership can adequately support retention efforts.
  • Create & maintain an individual development plan (IDP) to inform career development, prioritize learning opportunities, & foster growth within & beyond TKWW. 
  • Consistently meet or exceed stated performance expectations for work quality, quantity, & impact. 
  • Maintain individual & team-level ratings of satisfaction with WeddingPro Support. These may include CSAT, CES, NPS or other metrics as determined by leadership. 
  • Remain 100% compliant with all data, record-keeping, & reporting requests.

SUCCESSFUL WEDDINGPRO SUPPORT SPECIALISTS HAVE:

  • 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 & adopt new processes quickly & effectively 
  • Strong written & verbal communication skills
  • Ability to multi-task & excellent time management skills
  • Ability to thrive in a high-pace & collaborative team environment 
  • Comfort with direct accountability for outcomes & vendor sentiment
  • Comfort with change, ambiguity, & decision-making with incomplete information
  • Strong & validated service ethic--including upward advocacy of vendor/customer needs & wishes
  • Must have excellent computer skills (Word, Excel, Gmail, Google Docs) & the ability to learn new systems quickly
  • Salesforce CRM & reporting experience, a plus!
  • Familiar with tools for online self-service & real-time chat, a plus!

At The Knot Worldwide, we believe you are more than a resume & invite you to go for it, take the leap of faith, & apply for this job if it sparks your passion to join TKWW & make a difference!   

At The Knot Worldwide, we believe you are more than a resume & invite you to go for it, take the leap of faith, & apply for this job if it sparks your passion to join TKWW & make a difference!   

 

WHAT WE LOVE ABOUT YOU:

  • You Dream Big. You iterate & 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, & inclusion.
  • You Hustle Every Day. You favor urgency & own your outcomes. 
  • You Win Together. People are at the heart of our success & you play as a team.

WHAT YOU LOVE ABOUT US:

The Knot Worldwide offers a unique employee experience & we are deeply proud of our award-winning culture. We offer a full benefits package including options for medical, dental & vision insurance & a 401k with company match. From flexible vacation & generous parental leave benefits to promoting wellness & giving back to our community, we believe in happiness above all elsein & out of the office.

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The Knot Worldwide provides equal employment opportunities (EEO) to all employees & 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 & 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.

If you are a resident of California, by submitting your application, you acknowledge that youve read the California Privacy Notice.

 
 
 
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