Zola Advisor - Vendor Specialist

Zola

New York City, NY, US
  • Job Type: Full-Time
  • Function: Professional Svcs
  • Post Date: 03/30/2021
  • Website: zola.com
  • Company Address: 150 Broadway 19th Floor, New York, NY, 10038

About Zola

Zola
Reinventing the wedding planning and registry experience.

Job Description

We are looking for an upbeat, organized, and empathetic individual to join our Marketplace Team as a Zola Advisor - Vendor Specialist.

The Zola Advisor - Vendor Specialist will report directly to the Director of Vendor Experience and work closely with the Vendor Experience team as well as the Zola Advisor team. They will work with both of these teams to deliver a high level of customer service and personalized outreach to our couples who are in the midst of planning their weddings and engaging with vendors on Zola. A love of weddings is appreciated, but a passion for providing exceptional customer service and going above and beyond is a must.

Responsibilities:

  • Support Zola couples on their wedding planning journey
      • Respond to all inbound emails from couples related to wedding vendors, both on the Marketplace side and Registry Advisor side
      • Provide high touch and exceptional service to couples inquiring with vendors on Zola
      • Manage and report on email correspondence with couples
      • Advise and educate Zola couples on how to best work with Zola wedding vendors, including encouraging them to always close the loop and follow through
      • Familiarize yourself with market trends, vendor offerings, pricing, and capabilities so are best equipped to make recommendations to couples, while remaining unbiased and resisting 'playing favorites'; become the 'go to' at Zola for vendor recommendations
  • Help deepen our understanding of how Zola couples interact with wedding vendors
      • Record feedback from couples, consolidating it into actionable items for the team to address
      • Bring the couple’s perspective and context to issues seen on the platform
      • Escalate product issues quickly as needed
  • Represent Zola Marketplace to couples across platforms
      • Actively support our couples on the Facebook Community, Instagram, and any other platforms where couples seek advice and recommendations on working with wedding vendors
      • Support the Registry Advisor team in their efforts on these platforms
      • Support local events & expos across the US and provide recaps
  • Support both the Vendor Experience and Advisor teams with ad hoc projects, as needed

Qualifications 

  • Bachelor's Degree
  • Consider yourself a Zola expert - you can speak about all of our products in 30 seconds or less and can troubleshoot or make a recommendation on the spot.
  • Must be outgoing and have exceptional customer service skills - candidate needs to be able to speak comfortably and naturally with our couples in demanding situations and also comfortable speaking to large groups at events. 
  • The ideal candidate will have at least one year of experience in customer & technical support. 
  • Ability to empathize is a must - wedding planning can be a stressful time, and your role is to be a problem-solver, advocate, and concierge for the newly engaged couple
  • Knowledge of the the wedding industry is a big plus, particularly when it comes to working with wedding vendors
  • Acute attention to detail is a must. 
  • Ability to represent Zola and be the voice of the company while handling customers in a professional manner.

About Zola

We're Zola, the wedding company that will do anything for love. We're reinventing the wedding planning and registry experience to make the happiest moment in our couples’ lives even happier. From engagement to wedding and decorating your first home, Zola is there, combining compassionate customer service with modern tools and technology… all in the service of love.

Based in NYC and launched in October 2013, we have quickly become the fastest-growing wedding company in the United States. In 2017 we launched Zola Weddings, a free suite of wedding planning tools including wedding websites, checklist, guest list, and registry, all in one place. We've raised over $140 million in financing, and we're proud to call Thrive Capital, Canvas Ventures, Lightspeed Venture Partners, Comcast Ventures, and Goldman Sachs, among others, our investors and partners. Our team brings deep experience from working on beautiful, award-winning e-commerce sites and mobile apps in past roles at Gilt Groupe, Amazon, Bloomingdale’s, Gap, J.Crew, Toys R Us, Chloe + Isabel, Yahoo, and Host Committee, among many others.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.