At a Glance
- Tasks: Support new vendors, ensuring smooth onboarding and ongoing satisfaction.
- Company: Join a vibrant team at The Knot Worldwide, celebrating meaningful moments.
- Benefits: Enjoy 27 days holiday, private health insurance, and a birthday day off.
- Other info: Flexible hybrid work model with opportunities for personal growth.
- Why this job: Make a real impact by helping vendors thrive on our platform.
- Qualifications: Strong communication skills and customer service experience are essential.
The predicted salary is between 30000 - 42000 £ per year.
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. Driven by our core values, we believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. 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 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
- 27 days of holiday + bank holiday
- Pension Scheme
- Life insurance
- Private health insurance with AXA
- Access to a laptop as a work tool
- Birthday day off
Work Model
This role is Together@TKWW-eligible and based near one of our office hubs. You’ll be expected to work in the office two days a week as part of our hybrid work model.
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. Together, we have an incredible opportunity to make it even easier for our customers to plan life’s most meaningful moments and for our small business owners to grow and scale. We would love to have you with us on our journey.
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 life's most meaningful moments.
- Raise the bar: You define "great" and work backwards. You don't just accept how it's 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 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 prioritise initiatives that support the growth, development, and happiness of our people.
Together@TKWW is our approach to hybrid work. It’s designed to support how we work best: combining the flexibility we value with meaningful opportunities to connect in person. Whether a role is Together@TKWW-eligible or not, we believe in purposeful moments to come together, build strong relationships, and drive bold ideas forward.
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.
Vendor Success Associate employer: The Knot Worldwide
At The Knot Worldwide, we celebrate our people and foster a vibrant work culture that prioritises flexibility, belonging, and high performance. With generous benefits including 27 days of holiday, private health insurance, and a commitment to employee growth through meaningful opportunities, we empower our team to thrive in a collaborative environment. Join us in making a difference as we support vendors on their journey, all while enjoying the perks of a hybrid work model in a dynamic office hub.
StudySmarter Expert Advice🤫
We think this is how you could land Vendor Success Associate
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Knot Worldwide. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Knot Worldwide before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Vendor Success Associate
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Knot Worldwide:Your cover letter is your chance to shine! Tell us why you want to work at The Knot Worldwide specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Knot Worldwide!
How to prepare for a job interview at The Knot Worldwide
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
