Job Summary

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 workplace 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.
What 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 c

📌 US Couples Support (Gurugram)
🏢 The Knot Worldwide
📍 Gurugram