Product Specialist, Yext
Brand visibility platform
Job no longer available
Brand visibility platform
1001+ employees
Job no longer available
1001+ employees
Company mission
To transform the enterprise with AI search.
Role
Who you are
- The ideal candidate for this role must have at least 3 years of relevant technical support experience within the B2B, SaaS, and/or FinTech industry assisting Enterprise customers of Fortune 1000 companies. Experience with APIs, Implementation Management and/or Project Management desired
- At least 3 years of relevant technical support experience within the B2B, SaaS, and/or FinTech industry assisting Enterprise customers of Fortune 1000 companies via phone
- Experience with APIs, Implementation Management and/or Project Management desired
- Successful record of going above and beyond your job description to better our relationships with customers and vendors
- Understand and use common social media and digital tools, as well as demonstrate an ability to triage applications at an in-depth level
- Can easily navigate customers through a variety of complex and technical obstacles
- Excellent prioritization skills and an ability to make decisions quickly
- Real passion for customer service and a rare ability to understand enterprise customer needs
- You care about your work, and you strive to deliver in a timely manner
- Knowledge of Zendesk, JIRA, Looker, and Intercom a plus
- Stellar verbal and written communication in English
- Ability to think on one's feet and find creative solutions at an application and account level
- Excellent teammate with a positive attitude and a strong sense of self-direction and the ability to work across all internal teams and influence coworkers
- Amenable to working between 9:00AM to 6:00PM Pacific Time
What the job involves
- Working hours are between 9:00AM to 6:00PM Pacific Time
- Join the Hearsay Systems Customer Support team as an exceptional Product Specialist (Technical Support) and help us deliver an outstanding customer experience!
- At Hearsay Systems, we take pride in providing our users with a delightful customer experience and our Customer Support team is at the forefront of it
- We enjoy helping, strategizing, and chatting with our customers, and ultimately, making them successful
- Understand and act as a first point of contact for Hearsay products and applications
- Own the customer experience by effectively prioritizing and addressing support-related questions in our Zendesk ticketing system
- Liaise with the Customer Success, Engineering, and Product teams to pass along customer feedback, account trends, and escalating and quickly resolving issues
- Comfortable with ambiguity and working alone on tough assignments
- Willingness to proactively act, without being asked to help
- Ability to maintain composure and customer focus while troubleshooting and solving technical issues
- Consistently attain Hearsay's target customer satisfaction score
- Maintain SLAs
- Maintain a thorough knowledge and understanding of the Hearsay platform across the organization and down to individual clients
- Execute our support strategy and build stellar relationships with our customers
- Demonstrate deep execution focus by achieving quarterly goals at the team level
- Focus on continuous team improvement by onboarding new team members providing and receiving specific feedback
Our take
The way people discover brands has changes dramatically over the years and it's no longer just about showing up on a website or ranking well on Google. Customers are finding businesses through AI-powered search, social platforms, maps, voice assistants, apps, and direct messages, often all at once. in this always-on world, brands need to be accurate and visible across countless digital touchpoints, or they risk being overlooked entirely.
Yext is a local brand visibility platform helping businesses make sure customers can find them wherever discovery happens. By using billions of trusted data points, Yext gives companies a clear picture of how their brand is performing and provides the tools they need to manage lising, content, and engagement across search engines, social platforms, websites, and emerging AI experiences. So essentially, they help brands stay visible, trustworthy, and in cotnrol of how they show up online.
The company has been around long enough to see the digital landscape change again and again, yet it continues to adapt as new technologies reshape how people search and engage. By evolving alongside AI and modern discovery tools, Yext has proven it's not just keeping up with the pace of change but helping brands confidently navigate whatever comes next.
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: Our top priority is maintaining our employees' and their families' health and well-being. We offer a robust benefits program, including top-quality health insurance (medical, dental, and vision), paid parental leave, a 401(k) with a match or retirement pension plan, equity, commuter benefits, and more
- Invested in Your Wellbeing: In addition to our top-tier benefits, we offer a holistic wellness program with physical and mental health perks that go beyond the basics. A few employee-favorite perks are our premium, no-cost Calm subscription for relaxation and mindfulness and monthly ClassPass credits for everything from workouts to wellness experiences (cold plunge or massage, anyone?). Run out of credits? No sweat — you can snag more at a discounted rate!
- Collaborative Workspaces: Yext has workspaces in some of the world's greatest cities — from our HQ in New York City to those in Budapest, Greater Washington DC, Hyderabad, London, and Paris. Many teams follow a hybrid work model, giving employees the flexibility to work remotely while also connecting in person at any of our offices. These modern, vibrant spaces are designed for collaboration, fostering the spontaneous interactions and knowledge-sharing that define our global culture.
- Stay Informed: Our leadership team prioritizes transparency at every level, keeping employees informed through newsletters, regular updates, and quarterly company-wide meetings. These forums dive into industry trends, celebrate wins, break down post-earnings results, and outline what's ahead.
- Life-Work Balance: We're all about working hard and having fun, but we know there's no pause button when the workday ends. Our employees wear many hats — parents, caregivers, mentors, volunteers, and more — and we're dedicated to helping blend the best of both worlds. That's why we offer flexible vacation, paid holidays, and sick days, giving you the time to recharge and focus on what matters most with the people you love most.
- Upward Mobility: Career growth isn't just encouraged at Yext — it's a priority. With internal mobility at the heart of our culture, over 20% of our hires in 2024 came from within! Through our Upward Mobility program, we invest in our people by providing opportunities to explore new roles, expand skills, and take on fresh challenges. Whether you're looking to grow in your current role or take your career in a new direction, we're here to support your journey every step of the way.
Company HQ
Chelsea, New York, NY
Leadership
Michael Walrath
(CEO & Chairman)Michael has served as the CEO of Yext since 2009. He is also the Founder of Ohoopee Match Club and co-founder of Atlas Films and WGI Group.
Darryl Bond
(CFO)Darryl initially joined Yext as a Corporate controller in 2015. Since then he has held a number of roles and became CFO in 2022. Previously, he spent 12 years at Ernst & Young, joining in 2002 as a Manager of Assurance Service and becoming Senior Manager of Transaction Advisory Services in 2010.
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