International, Vendor & Couple Experience Agent

WHAT WE DO MATTERS: At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We’re united by authentic connection, shared purpose, and a deep commitment to the global community we serve.

Here, flexibility and belonging go hand in hand with high performance. Driven by our core values, we believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. Our people are at the heart of our success.

ABOUT THE ROLE

AND OUR TEAM: The Vendor Experience Agent is part of the Vendor Experience Team and plays a key role in delivering excellent service, resolving customer issues, and creating a positive experience for our business partners and users. Your mission will be to support customer retention and satisfaction, helping them succeed on our platform.

RESPONSIBILITIES

: Handle inbound and outbound calls, emails, and chat to support customers effectively. Understand and respond to customer needs, directing issues to the right department when needed. Manage complaints, cancellation requests, and negative reviews with empathy and professionalism.

Manage and program products such as Promonews, Home, and Newsletters. Perform administrative functions related to the role. Troubleshoot and resolve technical or operational issues and follow through to resolution.

Document interactions accurately in CRM systems and maintain complete case records. Collect and share customer feedback to improve tools, processes, and overall experience. Build trust-based relationships with customers to foster loyalty and retention.

Support daily CS operations and contribute to continuous process improvement. Consistently meet or exceed department performance metrics (CSAT, contact rate, resolution time, call response time, and other KPIs). SUCCESSFUL CANDIDATES HAVE: 1-2 years of experience in a customer-facing or service role.

Excellent verbal and written communication skills (phone and email). Strong problem-solving and complaint-handling abilities. Customer-focused and solutions-oriented mindset.

Ability to multitask, prioritize, and handle high workloads. Proficiency with CRM tools and office software (Google Suite, Zendesk, Jira). Ability to work collaboratively across departments.

English: Fluent (mandatory) At least one of the following: French, Italian, or Portuguese (fluent) Spanish: Intermediate or higher (strongly preferred) WORK MODEL: This role is Together@TKWW-eligible and based near one of our office hubs. You’ll be expected to work in the office two days a week as part of our hybrid work model. #LI-Hybrid #professional 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.

Together, we have an incredible opportunity to make it even easier for our customers to plan life’s most meaningful moments and for our small business owners to grow and scale. We would love to have you with us on our journey. WHAT WE LOVE ABOUT YOU: Commit to our customers : You act as one team on behalf of our customers.

You lead with head and heart, and build what matters for life's most meaningful moments. Raise the bar: You define "great" and work backwards. You don't just accept how it's been done, but boldly define how it should be.

You are unafraid to innovate, learn, and keep moving forward toward our shared vision. Be all in: You believe in our mission and take ownership of your work. You debate openly to reach the best outcomes, speaking with clarity and care, embracing diverse perspectives, then commit fully.

Celebrate impact: You measure success by the outcomes you create. You hold yourself accountable to delivering value, while recognizing progress and the lessons learned along the way. You love to win, together.