Spectrum Equity

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:

Vendor Support Team Members are responsible for 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 and cases to help drive loyalty and retention.

RESPONSIBILITIES:

• Provide highly responsive service to TKWW Wedding Pros (vendors), efficiently and professionally.
• Maintain sufficient product knowledge across all TKWW properties to provide accurate solutions and an effortless vendor experience by regularly working in Phone/Email Queue, doing Onboards or other Specialist duties.
• Work directly with vendors who purchase new or additional TKWW products. Ensure every purchaser is prepared to succeed with TKWW and that the company collects relevant vendor data and expectations to inform the optimal customer journey and experience.
• Problems 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.
• Create and maintain an individual development plan (IDP) to inform career development, prioritize learning opportunities, and foster growth within and beyond TKWW.
• Consistently meet or exceed stated performance expectations for work quality, quantity, and impact.
• Maintain individual and team-level ratings of satisfaction with WeddingPro Support and Success. 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, including new customer onboarding calls.

SUCCESSFUL CANDIDATES 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 and adopt new processes quickly and effectively
• Strong written and verbal communication skills
• Ability to multi-task and excellent time management skills
• Ability to thrive in a high-pace and collaborative team environment
• Comfort with direct accountability for outcomes and vendor sentiment
• 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
• Salesforce CRM and reporting experience, a plus!
• Familiar with tools for online self-service and real-time chat, a plus!

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.

WORK MODEL:

This role is based in our Galway office. To support onboarding and team integration, you’ll work onsite five days a week for the first 3–6 months. After this initial period, the standard schedule will transition to a hybrid model of three in-office days per week - Monday, Wednesday, and Friday.

Only if Vendor Retention Galway jobs

WORK MODEL:

This role is fully remote and not tied to any specific office location. While there are no regular in-office requirements, we encourage our remote team members to gather intentionally for key company and team events to stay connected and engaged.

Only if fully remote jobs

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 one day a week as part of our hybrid work model.

Only if Field Sales UK

WORK MODEL:

This role is Together@TKWW-eligible. If you’re based in NYC, we follow a hybrid schedule, balancing in-office collaboration of days a week and work-from-home flexibility. If you’re in Austin, this position is remote for now, with the potential to shift to a hybrid model as our local team grows.

Only if the vacancy is both posted in NYC and Austin

WORK MODEL:

This role is based in Latin America and follows a remote-first model. Team members are expected to work remotely, with one in-person gathering per month at a designated coworking space to support collaboration, connection, and team alignment.

Only if LATAM

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.

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.

• 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: The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our The Knot Worldwide (TKWW) processes your personal data to evaluate your application, based on the legal ground of taking steps prior to entering into a potential employment contract. Only the data strictly necessary for this purpose is collected. In some cases, your data may also be processed based on TKWW’s legitimate interests (e.g., to improve recruitment practices or manage candidate pools), to which you can object at any time. You have the right to access, rectify, or delete your data, and to object to certain uses. To learn more about your rights, please consult our Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority. If you wish to file a complaint, you may contact the competent data protection authority.