Customer Success & Credit Collections Agent (Temporary position)

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. 

Matrimonio.com, which is part of The Knot Worldwide, is the leading wedding platform in Italia. It was created to help engaged couples plan the happiest day of their lives. With our international presence, we’ve created the world’s largest community of brides and grooms and the greatest wedding marketplace online.

At The Knot Worldwide we help couples plan every detail of their wedding: from finding inspiration and wedding professionals to creating the best experience for their guests.

ABOUT THE POSITION AND OUR TEAM

The Knot Worldwide (TKWW) is looking for a person to join our Revenue Operations team for the Italian market, Matrimonio.com. Revenue Operations plays a key role for us. The ideal candidate would have experience in customer service and collections (phone and email), strong critical thinking skills, the ability to manage different priorities simultaneously and expertise in handling payments as well as in handling accounting and administrative paperwork and be a proactive and empathetic person who can provide solutions and new ideas

• Are you a dynamic individual with excellent interpersonal and communication skills?
• Do you have a real talent for providing first-class customer service using your empathy and initiative?
• Are you the kind of person who can use their soft skills to solve a complex/ difficult situation with a customer?
• Do you think you have strong mediation skills and one of your main virtues is always being able to get everyone to agree?
• Are you looking for a young, multicultural growing environment?
• Great! We are looking for the right motivated, passionate, and talented person, just like you!

RESPONSIBILITIES:

• Customer service: Satisfaction, assisting, and personalized quality support
• Phone and email assistance: guiding our clients enterprises through Matrimonio.com portal
• Processing and managing additional campaign products purchased by the client
• Liaise with other departments and areas of the company to resolve and manage customer-related issues
• Claiming the balance of debts and arrears
• Customer retention
• Analysing the customer's actual situation, trying to reach an agreement for payment
• Negotiating payments
• Managing administrative functions associated with the role
• Inclusion and monitoring of delinquent customers in insolvency registers
• Closing resolved complaints, indicating in our CRM the observations and data to be kept after each action

SUCCESSFUL CANDIDATES HAVE:

• Native Italian speaker (our clients are Italian companies!)
  
• Open to a temporary role
• Fluency in the English language, both oral and written
• Spanish: Basics (Recommended)
• Experience in customer support (at least 2 years)
• Experience in payment management
• Excellent communication skills
• High negotiation and retention skills, identifying and developing techniques to improve results
• OFFICE tool and global Internet knowledge.
• Organized, goal and detail-oriented, strong work ethic
• Curiosity, insight, and accuracy are qualities we value, as well as flexibility and adaptability
• A positive attitude towards new challenges and changes

We are a great team and are looking for people who can fit in with energy, positivity, and motivation. 

BENEFITS:

• Private medical insurance "DKV" charged to the company
• Grants and scholarships for training and English courses
• Hybrid work
• Flexible work hours
• Deduction options on Ticket Restaurant, Ticket Transport and Childcare
• 55€ per month for a Ticket Restaurant
• Udemy courses
• TYPS: simple app to request salary advances in 48h
• Urban Sport: great app for gym lovers
• Free paid hours: take your paid holidays by hours 
• Referral bonus: up to 500€ bonus if you refer a job candidate who ends up being hired

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.

--

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: TKWW processes your personal data as part of the recruitment process, based on the legal basis of executing pre-contractual measures at your request. This means we use your information to assess your application and carry out the necessary steps for a potential employment contract. Only the information strictly necessary for evaluating your application is collected. You can request access, rectification, or deletion of your data. For more information on how we handle your personal data, please refer to our Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority.