International, Vendor & Couple Experience Agent

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: 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 AI FLUENCY At TKWW, AI is a tool that helps our teams work smarter, move faster, and spend more time on the work that matters most. We expect every employee, in every role, to build fluency with the AI tools relevant to their work, use them thoughtfully and with sound judgment, and bring curiosity as these tools keep evolving. This isn't about replacing our people's expertise — it's about equipping every employee to use AI to raise the bar on the work we do together. WHAT WE LOVE ABOUT YOU: Commit to our customers : You act as one team on behalf of our customers. You lead…