US Couples Support (Customer)
Primary stack
Job description
About the Position
US Couples Support (Customer)
Gurugram, Haryana, India
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.
ABOUT THE ROLE AND OUR TEAM:
As a Couple Success Rep, you are far more than a support contact; you are a pivotal architect of the wedding planning experience. Serving as a brand ambassador for The Knot Worldwide (TKWW), you will empower US-based couples to navigate our registry, stationery, and planning tools with ease.
This is an individual contributor role designed for a "thoughtful doer"-someone who possesses high cognitive bandwidth, learns complex digital ecosystems at lightning speed, and thrives in a hybrid environment where productivity is measured by impact, not just activity. You will bridge the gap between technical functionality and the emotional journey of planning a wedding.
Responsibilities
- Consultative Couple Advocacy: Deliver high-touch, omnichannel support (Phone, Email, Chat, Social) that goes beyond troubleshooting. You will guide couples on how to optimize their Registry and Stationery choices to create a seamless guest experience.
- Product Evolution Bridge: Act as a critical feedback loop between our US couples and the global Product team. You will identify friction points in the user journey and provide actionable insights to influence our product roadmap.
- High-EQ Conflict Resolution: Navigate high-stakes emotional situations-weddings are deeply personal-using advanced de-escalation techniques to ensure every couple feels heard, understood, and supported.
- Operational Precision: Maintain a gold standard in data hygiene and record-keeping within Zendesk, and all other operating systems. You will be expected to meet or exceed key performance metrics (CSAT, Resolution Time, and First Touch Response) while working independently.
Requirements
- Communication Mastery: Exceptional professional fluency in English (written and verbal). You can articulate complex technical solutions simply and persuasively to a US-based audience with a warm, approachable tone.
- Agile Learning & Productivity: You have a proven track record of mastering new software and product releases quickly. You thrive in a hybrid model, maintaining high output and self-discipline without needing constant supervision.
- Digital Dexterity: You are tech-savvy and comfortable navigating a modern tech stack (Google Suite, Slack, Zendesk). Experience with AI-powered workflows or automated ticketing systems is a significant advantage.
- Analytical Problem Solving: You don’t just follow a script; you analyze the "why" behind an issue and work cross-departmentally to solve it.
- Technical Savvy: Proficiency in Zendesk, Salesforce, or similar CRM platforms.
- Experience: 2–5+ years in a high-visibility role such as E-commerce Support, Customer Success, or Global Operations. Experience with US-based customers is highly preferred.
- The "US Shift": This role is fully aligned with US Eastern Time (EST), including adherence to the US holiday schedule. Flexibility to support varying shifts within the 8 AM – 8 PM EST window is required.
- Hybrid Adaptability: Must be able to work effectively from our local office and your home, ensuring a stable internet connection and a professional remote setup.
We Offer
- Competitive salary
- Comprehensive benefits package
- Opportunities for professional growth and development
- Flexible work arrangements
About the Company
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.
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.
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 Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority.
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