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. We believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. We inspire, we build, and we celebrate. We dream big, love our users, hustle every day, and always do the right thing to win - together. Our people are at the heart of our success.

ABOUT THE ROLE AND THE TEAM:

As the primary support specialist to the team managing the largest partners of TKWW, the specialist provides both proactive and reactive services to aid the Strategic AMs. The coordination between the specialist and the AM team is designed to support paying vendors, feeding their success on the TKWW platform(s).

RESPONSIBILITIES:

Work closely with the Strategic Accounts Team, understand the business priorities and technical environments of strategic customers and partners, as well as develop close relationships with customers and the Account Managers on the SA Team.
Meet with customers, prepare and lead onboarding sessions as well as storefront reviews, sharing best practices.
Regularly review cases/ tickets/inbound requests to ensure their resolution in a timely manner and drive resolution of complex technical issues raised by customers (incorrect linking, fulfillment issues, reviews, log in issues, etc..)
Analyze support tickets and provide recommendations that improve the customer experience and products, working closely with the SA team to articulate feedback & provide solutions.
Manage and execute reporting requests utilizing Metabase, CJL & Admin on a requested basis for select SA partners.
Attend weekly SA meetings & review the quarterly SA tracker for account awareness relating to renewals, upsells and opportunities.
Stay informed on TKWW products & industry news, reviewing all updates pertinent to sales.
Work collaboratively with operations, delivery, billing, other support personnel to solve for SA and larger account issues.
Assist SA Team with ad hoc requests (will require Director approval to be assigned and based on current workloads) Examples including but not limited to:

Hosting webinars for larger SA groups to maximize their storefronts
Proactively reviewing client storefronts (health checks) to assess image quality, updated content, and correct information.
Contract management
Working alongside GMS support personnel on complex joint accounts

SUCCESSFUL CANDIDATES HAVE:

2+ years of vendor support experience
Previous work in a high volume, high visibility customer service environment or similar
Strong executive presence and ability to present to large strategic groups with monthly webinars and best practice sessions.
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 verbal communication skills along with follow-up skills. Must be able to adhere to a 48 hour SLA.
Ability to multi-task and excellent time management skills
Ability to thrive in a high-pace and collaborative team environment
Comfort with change, ambiguity, and decision-making with incomplete information
Strong and validated service ethic--including upward advocacy of vendor/customer needs and wishes
Must have excellent computer skills (Word, Excel, Gmail, Google Docs) and the ability to learn new systems quickly.
Must be able to analyze data sets and be comfortable with presenting those to peers and customers.
Must be willing to cover an open territory is another rep is on leave or PTO

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.

Together@TKWW is our approach to hybrid work. It’s designed to support how we work best: combining the flexibility we value with meaningful opportunities to connect in person. Whether a role is Together@TKWW-eligible or not, we believe in purposeful moments to come together, build strong relationships, and drive bold ideas forward.

For Together@TKWW-eligible roles, this includes regular in-office time to foster collaboration and connection.
For roles not eligible for in-office expectations, we support connection through virtual collaboration and intentional gatherings.

To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C.

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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.

Privacy Notice: TKWW processes your personal data as part of the recruitment process, based on the legal basis of executing pre-contractual measures at your request. This means we use your information to assess your application and carry out the necessary steps for a potential employment contract. Only the information strictly necessary for evaluating your application is collected. You can request access, rectification, or deletion of your data. For more information on how we handle your personal data, please refer to our Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority.

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