Vendor Experience Agent

The Knot Worldwide Inc.; São Paulo; Híbrido; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A global celebration platform is seeking a Vendor Experience Agent to provide excellent service and support customer retention in São Paulo, Brazil. In this role, you will handle various customer interactions, resolve issues, and contribute to overall satisfaction. The ideal candidate will have a customer-focused mindset, strong communication skills, and fluency in Portuguese and English. This position offers a hybrid work model and opportunities for professional growth within a supportive environment.

Serviços

Flexible vacation

Generous parental leave

Employee support initiatives

Qualificações

• 6+ months experience in customer-facing or service role.
• Fluent in Portuguese and English, Spanish intermediate.
• Ability to handle complaints with professionalism.

Responsabilidades

• Support customers through calls, emails, and chats.
• Manage complaints and cancellation requests.
• Document interactions accurately in CRM systems.

Conhecimentos

Customer-focused mindset

Problem-solving abilities

Communication skills

English proficiency

Portuguese proficiency

Ferramentas

Google Suite

Zendesk

Jira

Metabase

Qlik

Descrição da oferta de emprego

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.

About the role and our team

The Vendor Experience Agent is part of the Vendor Experience Team and plays a key role in delivering excellent service, resolving customer issues, and creating a positive experience for our business partners and users. Your mission will be to support customer retention and satisfaction, helping them succeed on our platform.

Responsibilities

• 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.
• Consistently meet or exceed department performance metrics (CSAT, contact rate, resolution time, call response time, and other KPIs).

Successful candidates have

• 6+ months 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, Metabase, Qlik, Zendesk, Jira).
• Ability to work collaboratively across departments.
• Portuguese and English: Fluent (mandatory)
• Spanish: Intermediate or higher (considered a plus)

What we love about you

• 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.

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, 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.

Work approach – Together@TKWW

Our approach to hybrid work is designed to support how we work best: combining the flexibility we value with meaningful opportunities to connect in person. Whether a role is Together@TKWW‑eligible or not, we believe in purposeful moments to come together, build strong relationships, and drive bold ideas forward.

• 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.

Equal Employment Opportunity Statement

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

We process 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 our legitimate interests. You have the right to access, rectify, or delete your data, and to object to certain uses. For more information, see our Privacy Policy.