Manager, US Vendor Support

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.

• →Direct Management: Lead a team of 10–15 Support Agents, providing consistent coaching, 1-on-1 mentorship, and performance feedback.
• →Growth Culture: Oversee the creation and execution of Individual Development Plans (IDPs) for all team members, fostering internal career mobility and skill-building.
• →High EQ Coaching: Train and support the team in advanced de-escalation techniques and high-touch communication styles suitable for business owners’ reputations.

• →KPI Accountability: Own and report on team-wide metrics
• →Including but not limited to:
• →CSAT
• →Resolution time
• →Contact rate
• →Response time
• →Workforce Management: Monitor contact rates and productivity levels to ensure optimal staffing and "effortless" vendor experiences during peak seasons.
• →Process Innovation: Refine support workflows and advocate for the integration of AI-powered tools (chatbots, sentiment analysis, etc.) to drive efficiency without sacrificing the "human touch."

• →Voice of the Vendor: Aggregate recurring pain points and technical bugs from team data to provide actionable insights to Product and Engineering leadership.
• →Cross-Functional Collaboration: Partner with Sales, Product and Build teams to ensure a seamless handoff for vendors purchasing new or additional TKWW products.
• →Compliance & Reporting: Ensure 100% team compliance with data record-keeping in Salesforce and other internal systems.

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.

#LI-Hybrid #management

• 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.

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.