International, Vendor & Couple Experience Agent

The role

The Vendor Experience Agent supports customer retention and satisfaction for business partners and users. You will handle inbound and outbound communications and manage products to help customers succeed on the platform.

What you will do

• Handle inbound and outbound calls, emails, and chat to support customers effectively.
• Understand and respond to customer needs, directing issues to the right department when needed.
• Manage complaints, cancellation requests, and negative reviews with empathy and professionalism.
• Manage and program products such as Promonews, Home, and Newsletters.
• Perform administrative functions related to the role.
• Troubleshoot and resolve technical or operational issues and follow through to resolution.
• Document interactions accurately in CRM systems and maintain complete case records.
• Collect and share customer feedback to improve tools, processes, and overall experience.
• Build trust-based relationships with customers to foster loyalty and retention.
• Support daily CS operations and contribute to continuous process improvement.

Required qualifications

• 1-2 years of experience in a customer-facing or service role.
• Excellent verbal and written communication skills (phone and email).
• Strong problem-solving and complaint-handling abilities.
• Customer-focused and solutions-oriented mindset.
• Ability to multitask, prioritize, and handle high workloads.
• Proficiency with CRM tools and office software (Google Suite, Zendesk, Jira).
• Ability to work collaboratively across departments.
• French: Fluent
• English: Fluent

Nice to have

• Spanish: Intermediate level or above

Benefits

• Physical and mental wellness programs
• Flexible time off

About the company

The Knot Worldwide provides products, services and content to take celebration planning from inspiration to action. Their global online wedding Vendor Marketplace connects couples with local wedding professionals.