Senior Business Analyst, Customer Support
WHAT WE DO MATTERS:
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. We believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. We inspire, we build, and we celebrate. We dream big, love our users, hustle every day, and always do the right thing to win - together. Our people are at the heart of our success.
ABOUT THE ROLE:
The Knot Worldwide is looking for a Senior Business Analyst, Customer Support to join our Revenue Team. This role will be part of a team including other analysts and will work closely with our Revenue teams.
RESPONSIBILITIES:
* Work closely with Revenue teams to evaluate current processes and identify opportunities for improvement in tools, reports, or the process itself.
* Propose tools and integrations, including AI capabilities, to enhance processes and KPIs, increasing efficiency and productivity.
* Analyze and define technical requirements for Zendesk and other support systems to implement process improvements.
* Develop and maintain dashboards and reports within Zendesk and support systems to monitor KPIs and identify trends.
* Manage relationships with contractors responsible for Zendesk and other system implementations.
* Collaborate with IT and product teams to ensure seamless integration of Zendesk with other business systems.
* Stay informed about Zendesk updates and industry best practices to continually improve customer support systems.
SUCCESSFUL CANDIDATES HAVE:
* Strong communication skills, both oral and written.
* Experience implementing processes with Zendesk or similar customer support tools.
* 5+ years of experience as a Business Analyst in customer support environments.
* Proven ability to evaluate and improve customer service processes.
* Ability to analyze data and develop reports on customer support KPIs.
WORK MODEL:
This role is and based in our Barcelona office. Starting September 15, 2025, you will work in the office two days a week as part of our hybrid work model.
We encourage you to apply if this role excites you and aligns with your passion to make a difference at TKWW!
WHAT WE LOVE ABOUT YOU:
* You Dream Big. You innovate through iteration and experimentation.
* You Love Our Users. You prioritize our global community in your work.
* You Do the Right Thing. You promote respect, fairness, and inclusion.
* You Hustle Every Day. You act with urgency and ownership.
* You Win Together. You value teamwork and collaboration.
WHAT YOU LOVE ABOUT US:
We offer holistic support to our employees, including mental wellbeing, physical health, financial planning, perks, and discounts. We prioritize growth, development, and happiness through flexible vacation, parental leave, and other initiatives.
: Our hybrid work approach combines flexibility with opportunities for in-person connection. We have offices in Barcelona, Delhi, Galway, London, New York, and Washington, D.C.
US Notice: We are an equal opportunity employer and prohibit workplace harassment. We comply with all applicable laws regarding nondiscrimination.
Privacy Notice: We process your data for recruitment purposes in accordance with our Privacy Policy. You may request access or deletion of your data.
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