Manager, Client Support, 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 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, Client Support, 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

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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