Client Support Specialist, White Glove Services

| Greater NYC Area
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The ultimate source for official answers about a business online should be the business itself. However, when consumers ask questions on company websites, too often they are left in the dark with wrong answers. Yext (NYSE: YEXT), the Search Experience Cloud, solves this problem by organizing a business's facts so it can provide official answers to consumer questions — wherever people search. Starting with the company website, then extending across search engines and voice assistants, businesses around the world, like Taco Bell, Marriott, and Jaguar Land Rover—as well as organizations like the U.S. State Department—trust Yext to radically improve the search experience on their websites and across the entire search ecosystem.
Yext is in the process of building out a world-class Support organization and is looking for energetic self-starters to help our largest clients take their search experience to the next level. The Client Support Team is a group of technically savvy, social people who enjoy helping customers and solving complex problems. Core responsibilities include assisting our Clients on the Yext platform, troubleshooting escalated technical issues in real-time, and providing best practices.   
 
As a Client Support Specialist you will be working with a diverse set of enterprise clients who have made an investment in Yext to manage their search experience across a network of maps, apps, social networks, directories, and search engines. Your role is to support those client’s post-sale technical relationship, by becoming a technical expert in Yext products, internal processes, and the needs of our customers. Yext provides a very dynamic environment with a lot of opportunities for you to expand your skill set and grow.  
The ideal candidate is proactive, positive, curious and flexible, a person open to new ideas and ways of working.   
What You’ll Do 

  • Provide post-implementation technical and consultative support, that is prompt, friendly and accurate, to our SMB, Partner, and Enterprise clients via email, phone, and chat 
  • Develop ticket management strategies and ensure adherence to the SLA. 
  • Provide platform configuration and data management services to our clients and partners  
  • Troubleshoot reported product and publisher issues to diagnose and provide accurate, valid and complete information to our customers, escalating bugs to internal Yext teams. 
  • Identify and surface trending customer/product issues, drive UI/UX improvements and new functionality by surfacing client feedback to Product with a focus on potential solutions. 
  • Help increase efficiency by creating Macros for repeat requests and contributing to new articles on the Help Center. 
  • Specialize in a product or a feature and become a Subject Matter Expert by attending training sessions and documenting new features and behaviors. 
  • Work cross-functionally with Client Success Managers, Platform Services, and technical teams at Yext to deliver exceptional service, and ensure we are exceeding client expectations - every time! 
  • Ideate, build and scale new ways of thinking about the value we are bringing to clients as well as our internal operational efficiency. 
  • Serve as a mentor/coach to more junior members of the PS&S team, including interns 
  • Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT) 
  • Be a client-facing representative of Yext and ensure professionalism, actively listening and understanding the needs of our clients, and ensuring a solution-oriented mindset. 

What You Have 

  • BA/BS degree or similar college level education 
  • 1+ years of professional work experience, ideally in a customer support/contact center environment 
  • Strong proficiency in Excel, SQL a plus   
  • Knowledge of ZenDesk  
  • Strong problem-solving orientation 
  • Proficient in data analysis and manipulation 
  • Detail-oriented, organized, process-driven  
  • The ability to think creatively about, analyze, and understand complicated and abstract ideas, working with a solutions orientated mindset to solve issues. 
  • A knack for synthesizing technical concepts into digestible bits of information and effectively convey this information to others 
  • Outstanding and effective interpersonal skills; along with strong ability to communicate complex issues internally, across departments and to our Enterprise clients  
  • Customer-facing experience preferred (retail, hospitality, online support, etc.) 
  • Evidence of leadership, outstanding track record, and/or peer recognition that separate you from others. 
  • Ability to work quickly, independently and accurately in a high-volume environment, with excellent time management skills 
  • Excellent written and verbal communication skills that can be tailored to a broad range of requesters, plus innate follow-up skills 
  • Strong computer skills, and the ability to adapt quickly and learn to new programs, products and procedures 
  • Ability to work 40 hours/week and overtime as needed 

Yext is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ethnicity, religion, creed, national origin, ancestry, genetics, sex, pregnancy or childbirth, sexual orientation, gender (including gender identity or nonbinary or nonconformity and/or status as a trans individual), age, physical or mental disability, citizenship, 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. If you have a disability or special need that requires accommodation, please let us know.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • KafkaLanguages
    • Apache Solr / LuceneLanguages
    • HibernateLanguages
    • CSSLanguages
    • CompassLanguages
    • Soy and Groovy TemplatesLanguages
    • RabbitMQLanguages
    • jQueryLibraries
    • HadoopFrameworks
    • PlayFrameworks
    • MySQLDatabases
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • AsanaManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • YextCMS
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • SalesNavigatorCRM
    • GainsightCRM
    • PardotEmail
    • SalesforceEmail
    • PardotLead Gen

Location

The Yext Building is located in Chelsea — an iconic neighborhood on the West Side of Manhattan known for its art galleries and skyline views. The office soars 9 floors, has terraces on every floor, and is steps away from famous shops & restaurants including the Starbucks Reserve and Chelsea Market.

An Insider's view of Yext

What’s the vibe like in the office?

The fantastic vibe in the office is why I come in person more days than not. I have genuine friends that I look forward to seeing, and it's nice to meet some new faces, too. The free lunch and snacks aren't a bad perk, either!

Katie

Campus Programs Coordinator

What does your typical day look like?

My favorite part about my role has to be the people management on the day-to-day. It's so exciting and satisfying to watch your team grow and become great Yexters. The trust that you build with your team over time really makes challenging times and situations so much easier to navigate - you do it together!

Ashritha

Senior Manager, Services

How does the company support your career growth?

Yext has been the center of my career growth since I started here after college. If I had to boil it down to a single theme, it would be authentic support. I have been genuinely & authentically supported in every step I've taken here by my managers and co-workers from across the organization.

Jesse

Program Manager, White Glove Services

How do you empower your team to be more creative?

I try to lead with love & be vulnerable with my team. From my past experiences, I have come to believe that creating a space for everyone to be themselves is crucial to empowering them to feel like they can collaborate & create naturally. That’s when people do their best work.

Mofya

Senior Manager, Client Support

How would you describe the company’s work-life balance?

I visit the office twice a week on Mondays & Thursdays. I really appreciate the flexibility that Yext provides! Teams can typically decide what in-person, hybrid, or remote schedules work best for them.

Mary

Global Benefits Analyst

What are Yext Perks + Benefits

Yext Benefits Overview

Our top priority is maintaining our employee's and their family's health and well-being. We offer a robust benefits program, including top-quality health insurance (medical, dental, vision), paid parental leave, a 401(k) with match or retirement pension plan, equity, commuter benefits, and more.

In addition to our top-tier benefits, we also have a holistic wellness program that includes physical and mental health services. A few employee-favorite perks are our company-wide subscription to the meditation, sleep, and relaxation app Calm, and our corporate gym membership (free gym access & discounted classes? Sign us up!)

We work hard and play even harder, but we also recognize that our employees wear multiple hats as parents, mentors, caretakers, volunteers, and more. That’s why we offer flexible and generous vacation, paid company and bank holidays, and sick days for when you’re feeling under the weather — all in an effort to give our employees more time to do the things they love with the ones they love and support a better life-work balance.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Open office floor plan
Employee resource groups
Hybrid work model
In-person all-hands meetings
In-person revenue kickoff
President's club
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Transgender health care benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Pension
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Fitness stipend
Meditation space
Mother's room
Professional Development Benefits
Lunch and learns
Promote from within
Mentorship program

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