US Couples Support (Customer)

ABOUT THE ROLE AND OUR TEAM:

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 doer"-someone 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.

RESPONSIBILITIES:

• 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 situations-weddings are deeply personal-using 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.

SUCCESSFUL CANDIDATES HAVE:

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 don't just follow a script; you analyze the "why" behind an issue and work cross-departmentally to solve it.
• Education: A Bachelor's degree from a reputable institution. and/or
• Experience: 2-5+ 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.

WORK MODEL:

This role is hybrid onsite in Gurugram office.

#professional-track #LI-Hybrid