Manager of Support, Yext
$105-157k
Digital media technology services
Be an early applicant
Digital media technology services
1001+ employees
Be an early applicant
$105-157k
1001+ employees
Company mission
To transform the enterprise with AI search.
Role
Who you are
- 3-5 years of leadership experience working in a contact center, workforce management environment, or related industry servicing multiple channels, SLAs, and varying KPIs
- 3-5 years of customer support experience, preferably in a SaaS organization serving Enterprise customers
- Understanding of B2B, SaaS, or client-facing, consumer products
- Strong customer-centric mindset, confidence/experience in speaking with clients, and defusing escalated situations
- A true, inspirational leader who enjoys hiring, developing, mentoring, and motivating top talent
- A strategic thinker with strong analytical skills who is able to use data to find solutions
- Excellent communication skills, including experience speaking to business audiences
What the job involves
- Yext is in the process of building a world-class, global Support organization and is looking for an experienced customer service Manager to help scale our organization in the United States
- The Manager, Technical Support reports directly to the Sr
- Director, Technical Support and is responsible for the development and ongoing management of a team of Yext Support 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 best practices
- The Manager, Technical Support is responsible for ensuring high levels of customer satisfaction by managing quality and productivity 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 interface with a variety of Yext clients, from SMB to Enterprise
- This is a fantastic opportunity to build your career with a fast-growing tech company defining the new Search Experience
- Manage a team of Technical Support Specialists focused on providing a high level of service to Yext’s clients
- 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 KPIs such as CSAT and FiRT are met/exceeded
- Assist the team in troubleshooting escalated issues in real-time
- Serve as a key stakeholder, 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 focused on finding solutions and wowing customers
- Scale support 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
- Raise the Bar – work continuously with the team to ideate, build and scale new ways of thinking / approaches to raise the bar in terms of the value we are bringing to our customers
Our take
Yext seeks to bridge the gap between the online and physical worlds for clients, including FedEx and Citibank, by providing a means of updating company information like store hours, across a multitude of secondary sites.
Yext's view is that the way people use the internet is moving more and more towards people wanting to get answers to questions with as little friction as possible. The company is building a suite of technological solutions to help companies serve up answers to people's questions more easily.
Yext has remained focused on updates and advancements to progress its features, such as the 2023 launch of its conversational AI - Yext Chat - fueling the company's emphasis on building and managing its customer and employee search experiences.
Freddie
Company Specialist at Welcome to the Jungle
Insights
22% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Feb 2016
$0.5m
LATE VC
Jun 2014
$50.3m
SERIES F
Total funding: $118.3m
Company benefits
- Comprehensive Benefits Programme
- Work From Anywhere
- Stay Informed
- Invested in Your Wellbeing
- Go Beyond Work-Life Balance
- Upward Mobility
Company HQ
Chelsea, New York, NY
Leadership
Brian Distelburger
(Co-Founder)Has served the company in a variety of Executive roles, including President & COO and CRO. Former Director at Traffix and COO at Consumer Digital.
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