Manager White Glove Services

Profile

Manager, White Glove Services

at Yext

New York, NY

Yext (NYSE: YEXT) helps organizations answer every question about their business. Yext's Answers Platform collects and organizes content into a Knowledge Graph, then leverages a complementary set of products — including Listings, Pages, Reviews, and Search — to deliver relevant, actionable answers wherever customers, employees, and partners look for information. For over 15 years, thousands of companies worldwide have trusted Yext to create seamless content-driven experiences at scale across search engines, websites, mobile apps, and hundreds of other digital touchpoints. Learn more at yext.com.

Yext is in the process of building an elite, global Support organization and is looking for an experienced customer service Manager to help scale our White Glove Services organization in the United States! Yext’s White Glove Services offerings are designed for clients who want Yext to help their field users — such as franchisees, agents, advisors, or local managers — get the most out of Yext. Our White Glove Services team can help improve the success of the Yext program and provide field users with guidance and expertise to drive success with our platform.

The Manager, White Glove Services

reports directly to the Senior Manager, White Glove Services, and is responsible for the development and ongoing management of a team of Yext White Glove Services Specialists. Key responsibilities include managing a team responsible for assisting our Clients on the Yext platform, troubleshooting escalated technical issues in real-time, and advising on standard processes. The Manager, White Glove Services is responsible for ensuring high levels of customer satisfaction by leading quality and efficiency guidelines that will be met by their team. The ideal candidate has experience successfully building out a scalable support model across channels (e.g., email, chat, phone), all while creating a vibrant, dynamic, customer-focused culture.

This exciting opportunity offers a chance to work closely with multiple departments across Yext, as well as directly collaborate with a variety of Yext’s largest, most strategic clients! This is a fantastic opportunity to build your career with a fast-growing tech company defining the new Search Experience.

What You’ll Do

Lead a team of White Glove Services Specialists passionate about providing a high level of service to field users

Coach, support and develop talent within the team; manage employees’ growth and career trajectory and scale the team by sharing opportunities for increased effectiveness and efficiency while also identifying the key barriers to success

Develop and manage ticket queues and escalation paths - ensure SLAs are adhered to, and key critical metrics such as CSAT and FiRT are met/exceeded

Assist the team in troubleshooting escalated issues in real-time

Serve as a key collaborator, working with cross-functional teams to build out relevant help resources and internal documentation

Drive bug resolutions, requirements, and feature requests with Product and Engineering

Create a customer-centric culture passionate about finding solutions and wowing customers

Scale White Glove Services to facilitate Yext’s growth in clients, geographies, and capabilities

Develop a thorough understanding of Yext’s product and customer needs, ensuring the team is trained and enabled to support these both current and future

set the standard – work continuously with the team to conceptualise, build and scale new ways of thinking / approaches to improve in terms of the value we are bringing to our customers

What You Have

3-5 years of leadership experience working in a contact center, workforce management environment, or related industry servicing multiple channels, SLAs, and varying important metrics

3-5 years customer support experience, preferably in a SaaS organization serving Enterprise customers

Understanding of B2B, SaaS, or client-facing, consumer products

Strong customer-centric demeanor, confidence/experience in speaking with clients, and defusing escalated situations

Experience scoping custom deals using time and material estimates and/or past deals to predict required resources a plus

A true, inspirational leader who enjoys hiring, developing, mentoring and motivating top talent

A strategic problem solver with strong analytical abilities who is able to use data to find solutions

Excellent communication skills including experience speaking to business audiences

#LI-AE1

The base salary at the time of hire for this position is expected to be between $88,000-$162,000. Pay ranges at Yext are established based on an analysis of salaries for positions with a similar level of accountability and impact in the relevant labor market. Salary levels are expected to change to reflect an employee’s job performance (results and impact) over time. Salaries at the time of hire are typically offered in the lower to middle of the above-referenced range in order to provide the opportunity to reflect performance-based increases over time. In addition to base salaries, employees at Yext are typically eligible for a comprehensive package of benefits, and successful candidates may also be eligible for equity (stock) based compensation and/or variable pay programs based on performance relative to goals and targets.

Yext is committed to building an inclusive and diverse culture where every person is seen, heard and valued. We believe in equal employment opportunity and welcome employees and applicants of all races, colors, ethnicities, religions, creeds, national origins, ancestries, genetics, sexes, pregnancy or childbirth, sexual orientations, genders (including gender identity or nonbinary or nonconformity and/or status as a trans individual), ages, physical or mental disabilities, citizenships, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. It is Yext’s policy to provide reasonable accommodations to people with disabilities as required by law. If you have a disability that requires an accommodation in completing this application, interviewing, or participating in the employee selection process, please complete this form

Company info

Yext
Website : http://www.yext.com/