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

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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.