US Couples Support (Customer)

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 900000 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 lifes 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.

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 doersomeone 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.

• 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 situationsweddings are deeply personalusing 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.

We are looking for a professional who balances empathy with efficiency. You must be able to think on your feet while sitting at your desk (whether that desk is at home or in our office).

• 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 dont just follow a script; you analyze the why behind an issue and work cross-departmentally to solve it.
• Education: A Bachelors degree from a reputable institution. and/or
• Experience: 25 years in a high-visibility role such as E-commerce Support Customer Success or Global Operations. Experience with US-based customers is highly preferred.
• Technical Savvy: Proficiency in Zendesk Salesforce or similar CRM platforms.
• Demonstrated experience maintaining high standards of accuracy in data compliance and record-keeping (e.g. Salesforce and/or Zendesk) while consistently meeting or exceeding key performance metrics such as CSAT Resolution Time and First Touch Response.
• 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.

This role is hybrid onsite in Gurugram office.

#professional-track #LI-Hybrid

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 isnt about replacing our peoples expertise its 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 with head and heart and build what matters for lifes most meaningful moments.
• Raise the bar: You define great and work backwards. You dont just accept how its 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 provide meaningful high-impact benefits designed to support the holistic well-being of our diverse workforce and help our people thrive both professionally and personally. From physical and mental wellness to flexible time off our programs are built around the moments that matter most.

: OUR APPROCH TO HYBRID WORK

• For rolesthis 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 and New York NY.

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 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 some cases your data may also be processed based on TKWWs 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 some cases your data may also be processed based on TKWWs 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.