Customer Support with experience in Graphic Design

ABOUT US In more than ten countries around the world, The Knot Worldwide champions the power of celebration. Our global family of brands provide best-in-class products, services and content to take celebration planning from inspiration to action. At the core of our business is our industry-leading global online wedding Vendor Marketplace, connecting couples with local wedding professionals and a comprehensive suite of personalized wedding websites, planning tools, invitations, and registry services that make wedding planning easier for couples around the globe. Each year, we connect more than 4.5 million users with around 900,000 global small businesses through our Vendor Marketplace. LIFE AT TKWW At The Knot Worldwide, we believe in doing work that matters. Each year, we help millions of couples around the world celebrate life’s most meaningful moments, while also helping hundreds of thousands of global small business owners get discovered and scale. Life here means working alongside a team that cares deeply, not just about the work you do, but about the life you live. We prioritize employee well-being and development through meaningful opportunities for growth, and we celebrate milestones and wins in a big way. After all, celebrations are what we do best. ABOUT THE ROLE AND OUR TEAM: Do you have an eagle eye for aesthetics and a heart for service? At The Knot Worldwide, we believe that the smallest details—from the curve of a font to the texture of a favor—make the biggest memories. We’re looking for a Design Specialist who doesn’t just see a product, but a piece of a couple's love story. You’ll be the bridge between our e-commerce offerings and our customers' visions, ensuring every piece of stationery and every gift is nothing short of perfection. Whether you’re working from a local TKWW hub or your own remote sanctuary, we need your stellar design instincts, quick-witted problem-solving, and a passion for making "the big day" truly spectacular. RESPONSIBILITIES: Work with customers to modify and finalize stationery designs Edit the designs to the customer's specifications and work one-on-one with the customer over email to finalize the design Create and send proofs to customers in a timely manner Create print-ready files for customer designs Have an understanding of the significance of providing great customer service and adhere to high standards at all times Maintain a high productivity level, after training, to best serve our customers in a timely fashion, and continue to meet or exceed stated performance expectations for work quality, quantity, and impact. Communicate thoroughly with customers, peers, and other technical teams Demonstrate high EQ and advanced de-escalation techniques when handling high-stakes situations involving a customer’s life event, their order and/or our brand reputation. Continually learn new products and stay up to date with product releases to more accurately assist clients that contact us Perform "pre-flight" checks on all designs, ensuring margins, resolution, and color profiles (CMYK) before files go to production. May assist larger CX team with phones, chats, and emails beyond design work, based on business need SUCCESSFUL CANDIDATES HAVE: Able to work in a fast-paced work environment Ability to multi-task and excellent time management skills Graphic design experience/training, particularly with Adobe Suite of products (Illustrator, Photoshop and Indesign) Experience with CRM or Help Desk software (e.g., Zendesk, Salesforce, or Kustomer) to manage high volumes of customer interactions. Excellent communication skills, both written and verbal; to respond to our couples with warmth, sincerity, and simply great responses Experience or comfort working alongside AI-powered support tools (e.g., AI chatbots, automated ticketing workflows, or sentiment analysis tools) to increase efficiency without losing the 'human touch.' Strong commitment to timelines, accuracy, and professionalism Strong atten…