Account Specialist

Job Description

ABOUT ROLE AND OUR TEAM:

The dynamic and customer-focused Account Specialist will play a key role in supporting The Bash’s vendors and planners by providing expert guidance, resolving inquiries with efficiency and care, and driving business growth through exceptional service. You will be responsible for handling inbound and outbound communications, assisting with bookings, and supporting membership sales and retention efforts. This role requires adaptability, strong communication skills, and a passion for helping people celebrate life’s milestones. You will collaborate closely with cross-functional teams, including sales, marketing, product, and operations, to enhance the overall vendor and planner experience. This is a remote position with a fast-paced, iterative work environment that values problem-solving, agility, and proactive engagement.

RESPONSIBILITIES:

• Deliver outstanding service by responding to inquiries from vendors, planners, and prospects via phone, email, live chat, and text, ensuring clear, accurate, and helpful communication.
• Guide and educate vendors on maximizing our platform and services by explaining features, sharing best practices, and troubleshooting issues, while directing them to relevant resources like blogs and help articles.
• Assist planners in finding and booking the perfect vendors for their events, facilitating updates and changes to bookings as needed.
• Identify opportunities to enhance vendor success by recommending membership upgrades, Featured Profiles, and account optimizations, while also assisting with renewals.
• Resolve billing issues by managing overdue payments professionally and maintaining a positive rapport with vendors.
• Advocate for vendors and planners by gathering feedback on products, services, and processes, relaying insights to internal teams, and contributing to ongoing enhancements.
• Collaborate cross-functionally with teams including marketing, product, and tech to improve the overall user experience.
• Leverage data-driven insights to identify trends, opportunities, and areas for improvement in the vendor and planner experience.
• Maintain a comprehensive knowledge base of platform features, policies, and best practices to provide the most up-to-date and accurate information.
• Foster a positive and empathetic customer experience by delivering personalized, efficient, and solutions-focused support.
• Adapt to a dynamic work environment by continuously iterating on processes and solutions to enhance efficiency, service quality, and support business needs.
  
  

SUCCESSFUL ACCOUNT SPECIALIST CANDIDATES HAVE:

• 2-3 years of experience in a customer-facing role, such as customer service, inside sales, event planning, or account management.
• Exceptional problem-solving skills and the ability to think quickly while maintaining composure in high-pressure situations.
• Strong verbal and written communication skills with the ability to convey complex information in a clear and friendly manner.
• A results-driven mindset with a passion for exceeding goals and driving business growth.
• High attention to detail and organizational skills to manage multiple tasks effectively.
• A team-oriented approach with a proactive, self-motivated attitude.
• Proficiency in Microsoft Suite (Word, Excel, Outlook), Google Suite, and CRM tools.
• Experience working in an agile environment with iterative and frequent deploys is ideal.
• Bi-lingual (Spanish/English) is a plus.
  
  

About Us

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 if it sparks your passion to join TKWW and make a difference!

WHAT WE LOVE ABOUT YOU:

• You Dream Big. You iterate and experiment to drive innovation.
• You Love Our Users. You keep our global community at the center of everything you do.
• You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.
• You Hustle Every Day. You favor urgency and own your outcomes.
• You Win Together. People are at the heart of our success and you play as a team.
  
  

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. We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.

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.

We are seeking applicants residing in the Central or Eastern US time zones to facilitate effective communication with the company’s headquarters in Chevy Chase, MD.

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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.

About The Team

WHAT WE DO MATTERS:

Here at The Knot Worldwide, we believe in doing work that matters. In more than 16 countries around the world, The Knot Worldwide’s leading family of brands—including The Knot, WeddingWire, Bodas, The Bash, The Bump, and more—help people take celebration planning from inspiration to action. When you join our global team, you’ll be a part of a diverse group of individuals passionate about serving and enabling our communities to celebrate the moments that make us.