Customer Service Specialist

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:

The dynamic and customer-focused Customer Service Specialist will play a key role in supporting The Bash’s vendors and planners by providing expert guidance, resolving inquiries with efficiency and care, and driving business growth through exceptional service. You will be responsible for handling inbound and outbound communications, assisting with bookings, and supporting membership sales and retention efforts. This role requires adaptability, strong communication skills, and a passion for helping people celebrate life’s milestones. You will collaborate closely with cross-functional teams, including sales, marketing, product, and operations, to enhance the overall vendor and planner experience. This is a position with a fast-paced, iterative work environment that values problem-solving, agility, and proactive engagement.

• This is a full-time position with core hours of 14:00 until 22:30, Monday through Friday
• In addition, the role includes one 4-hour Saturday shift per month, during which the representative will be responsible for monitoring and responding to emails, voicemails, and any urgent issues that arise.
• To ensure work-life balance, team members who work a Saturday shift will receive a compensatory half-day off during the week prior to their weekend coverage.

RESPONSIBILITIES:

• Deliver outstanding service by responding to inquiries from vendors, planners, and prospects via phone, email, live chat, and text, ensuring clear, accurate, and helpful communication.
• Guide and educate vendors on maximizing our platform and services by explaining features, sharing best practices, and troubleshooting issues, while directing them to relevant resources like blogs and help articles.
• Assist planners in finding and booking the perfect vendors for their events, facilitating updates and changes to bookings as needed.
• Identify opportunities to enhance vendor success by recommending membership upgrades, Featured Profiles, and account optimizations, while also assisting with renewals.
• Resolve billing issues by managing overdue payments professionally and maintaining a positive rapport with vendors.
• Advocate for vendors and planners by gathering feedback on products, services, and processes, relaying insights to internal teams, and contributing to ongoing enhancements.
• Collaborate cross-functionally with teams including marketing, product, and tech to improve the overall user experience.
• Leverage data-driven insights to identify trends, opportunities, and areas for improvement in the vendor and planner experience.
• Maintain a comprehensive knowledge base of platform features, policies, and best practices to provide the most up-to-date and accurate information.
• Foster a positive and empathetic customer experience by delivering personalized, efficient, and solutions-focused support.
• Adapt to a dynamic work environment by continuously iterating on processes and solutions to enhance efficiency, service quality, and support business needs.

SUCCESSFUL CANDIDATES HAVE:

• 2-3 years of experience in a customer-facing role, such as customer service, inside sales, event planning, or account management.
• Exceptional problem-solving skills and the ability to think quickly while maintaining composure in high-pressure situations.
• Strong verbal and written communication skills with the ability to convey complex information in a clear and friendly manner.
• A results-driven mindset with a passion for exceeding goals and driving business growth.
• High attention to detail and organizational skills to manage multiple tasks effectively.
• A team-oriented approach with a proactive, self-motivated attitude.
• Proficiency in Microsoft Suite (Word, Excel, Outlook), Google Suite, and CRM tools. 
• Experience working in an agile environment with iterative and frequent deploys is ideal.
• Bi-lingual (Spanish/English) is a plus.

WORK MODEL:

This role is based in our Galway office. To support onboarding and team integration, you’ll work onsite five days a week for the first 3–6 months. After this initial period, the standard schedule will transition to a hybrid model of three in-office days per week - Monday, Wednesday, and Friday.

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.