Senior Business Analyst, Customer Support

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 Senior Business Analyst role will be part of a team including other analysts and working closely with our Revenue teams.

Responsibilities:

• Work closely with Revenue teams to evaluate current processes and identify improvements opportunities in tools, reports or the process itself.
• Propose tools and integrations to improve the current processes and the related KPIs, including AI tools and capabilities to increase efficiency and productivity.
• Analyze and elaborate technical requirements for ZenDesk and other support systems to implement the processes.
• Develop and maintain comprehensive dashboards and reports within Zendesk and other support systems to monitor key performance indicators (KPIs) and identify trends.
• Manage the relationship with contractors responsible for implementing Zendesk or other system features.
• Collaborate with IT and product teams to ensure seamless integration of Zendesk with other business systems.
• Stay informed about the latest Zendesk updates and industry best practices in customer support to be able to offer the business continuous improvement of the system

Successful Senior Business Analyst, Customer Support Candidates Have:

• Strong communication skills, both oral and written.
• Experience implementing processes with Zendesk and/or other customer support tools.
• 5+ years of experience as a Business Analyst in a customer support environment.
• Proven experience in process evaluation and improvement within customer service operations.
• Demonstrated ability to analyze data and develop reports for customer support KPIs.

Work Model:

This role is Together@TKWW-eligible and based in our Barcelona office. Starting September 15, 2025, you'll be expected to work in the office two days a week as part of our hybrid work model.

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 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.

Together@TKWW is our approach to hybrid work. It's 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.