Customer Success Representative

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. We believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. We inspire, we build, and we celebrate. We dream big, love our users, hustle every day, and always do the right thing to win - together. Our people are at the heart of our success. 

ABOUT THE ROLE AND THE TEAM:

Our client success team is built up of Client Success Specialists who focus on retaining and supporting new vendors as they begin their journey on the Hitched platform. You will act as the main point of contact during their first 3 to 6 months - ensuring a smooth onboarding process, setting clear expectations, resolving concerns efficiently, and providing ongoing support to maximise vendor satisfaction and long-term engagement.

This role requires exceptional customer service, complaint handling, and relationship-building skills. You’ll play a critical part in helping vendors see value quickly, remain engaged, and feel confident in their partnership with Hitched.

YOUR RESPONSIBILITIES:

• Onboarding & Training: Guide new vendors through platform setup, providing clear and friendly training to get them up and running smoothly.
• Customer Retention & Relationship Management: Serve as the first point of contact for auto-renewal clients, engaging those considering cancellation. Highlight the value and performance of the platform to address concerns and retain the business.
• Complaint Handling & Conflict Resolution: Manage and resolve any vendor concerns or complaints in a calm, empathetic, and timely manner, ensuring positive outcomes and turning potentially negative experiences into success stories.
• Performance Coaching: Help vendors optimise their storefronts, improve visibility, and understand how to generate more enquiries using platform tools.
• Communication & Support: Be consistently available to vendors via phone and email, addressing their queries and guiding them through challenges with patience and professionalism.
• Collaboration: Work closely with the new business sales team and account managers to provide a seamless experience across all touchpoints of the vendor journey.
• Time & Task Management: Develop daily call plans, keep detailed records in our systems, and manage a personal pipeline of new accounts effectively.
• Monitoring Success: Track key metrics like storefront engagement and account activity, taking timely action to support struggling vendors and improve their performance.

SUCCESSFUL CANDIDATES WILL HAVE: 

• Strong phone presence with excellent verbal and written communication
• A natural problem-solver who is calm under pressure and solution-focused
• Customer service experience with proven ability in complaint resolution and maintaining client satisfaction
• Confidence to make frequent outbound calls, with persistence and empathy
• Highly organised with solid time management skills
• A collaborative team player who brings positivity and accountability
• IT literate with experience using CRM tools and internal systems
• Fluent in English (native or near-native proficiency)
• A self-motivated individual who thrives in a fast-paced, results-driven environment

BENEFITS:

• Hybrid working
• 25 days of holiday + bank holiday
• Pension Scheme
• Life insurance
• Private health insurance with AXA 
• Access to a laptop and mobile phone as a work tool
• Birthday day off

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 if it sparks your passion to join TKWW and make a difference!   

WHAT WE LOVE ABOUT YOU:

• You Dream Big. You iterate and experiment to drive innovation.

• You Love Our Users. You keep our global community at the center of everything you do.

• You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.

• You Hustle Every Day. You favor urgency and own your outcomes. 

• You Win Together. People are at the heart of our success and you play as a team.

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.