WHAT WE DO MATTERS:

Here at The Knot Worldwide, we believe in doing work that matters. In 16+ countries around the world, our leading family of brands (The Knot, WeddingWire, Bodas, The Bash, The Bump, and more) provide best-in-class products, services and content to take celebration planning from inspiration to action. We are one of the most trusted global wedding Vendor Marketplaces, our mobile apps are top-ranked, our features are premier and our magazine is a go-to on the newsstand.

ABOUT THE ROLE AND OUR TEAM:

At The Knot Worldwide, we are looking for a dynamic and experienced Customer Care Team Lead to join our Sales LATAM team, focusing on the South LATAM market. The ideal candidate will have a proven track record in B2B customer service, strong leadership capabilities, excellent listening skills, and the ability to understand and meet customer needs, while also demonstrating outstanding interpersonal skills.

RESPONSIBILITIES:

Oversee the daily management of a B2B customer service team within the commercial department. Drive team productivity and ensure key performance indicators (KPIs) are met. Provide support and guidance to team members on day-to-day issues and quickly address operational queries. Coach team members by monitoring call performance, providing personalized feedback, and creating development plans to support succession planning within the team. Foster a results-oriented team culture by suggesting ongoing team incentives, organizing contests, and leading social initiatives (e.g., team-building activities, weekly motivation meetings, celebrating successes, etc.). Manage B2B clients by providing post-sales support, enhancing client retention, offering quality personalized attention, and handling customer retention strategies. Respond to client inquiries via phone and email, delivering excellent service. Oversee additional products purchased by clients and manage their satisfaction. Collaborate with other departments to resolve customer-related issues efficiently.

WHAT WE ARE LOOKING FOR:

You live in Greater Sao Paulo. You have at least 4 years of experience in customer service, with at least 1 year of team management experience (preferably with B2B clients). Excellent communication skills. Strong organizational, detail-oriented, and problem-solving abilities. Ability to work effectively in multicultural, structured, and dynamic environments. Advanced English proficiency, with fluency in Portuguese and at least intermediate Spanish.

 

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.