Yext (NYSE: YEXT) is building the next big thing in AI search, and the next big thing is answers.

With the explosion of information and data online, search has never been more important. However, while the world of consumer search has innovated over time, enterprise search has not. In fact, the majority of enterprise search is powered by outdated keyword technology that only scans for keywords and delivers a list of hyperlinks rather than actually answering questions. Yext, the AI Search Company, offers a modern, AI-powered Answers Platform that understands natural language so that when people ask questions about a business online they get direct answers – not links.

We have a big, audacious mission to transform the enterprise with AI search. To achieve that, we need bright minds and diverse perspectives to join our growing company and help us continue to disrupt an industry. Does this sound like you?

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 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 maximize 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 best practices. The Manager, White Glove Services 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’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

  • Manage a team of White Glove Services Specialists focused on 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 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 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
  • 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

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 KPIs
  • 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 mindset, 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 thinker with strong analytical skills who is able to use data to find solutions
  • Excellent communication skills including experience speaking to business audiences

 #LI-JG1

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.

Apply for this Job

* Required

  
  


Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Yext’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.