Vice President, Global Support

| Greater NYC Area
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Yext is the leading Digital Knowledge Management (DKM) platform. Yext's mission is to give companies control over their brand experiences across the digital universe of maps, apps, search engines, voice assistants, and other intelligent services that drive consumer discovery, decision, and action. Today, thousands of businesses including brands like Taco Bell, Rite Aid, and Steward Health use the Yext Knowledge Engine™ to manage their digital knowledge in order to boost brand engagement, drive foot traffic, and increase sales.

Yext is in the process of building out a world-class Global Support organization and is looking for an experienced leader to take our initiatives to the next level. The VP of Global Support reports to the SVP of Operations and is responsible for the development and on-going management of our Global Support teams across the world and across all our sales channels: Small Business, Partner (reseller), Mid-market and Enterprise.
The VP of Global Support is responsible for ensuring high levels of customer satisfaction by managing top quality and productivity guidelines that will be met by each team. The ideal candidate has experience successfully building out a scalable, tiered support model across multiple countries, languages, and channels (e.g., email, chat, community), all while creating a vibrant, dynamic, customer-focused culture.
This individual’s primary responsibilities are to expand our existing global support teams in Europe, Asia and North America, build out escalated support tiers, and put in place initiatives to monitor and improve key KPI’s for efficiency and customer satisfaction.
As the leader of Support, this individual will lead a highly skilled team and instill diligence, accuracy, a sense of urgency and efficiency when meeting the operational needs of the customer and the business at large. They will also work cross-functionality with other Yext departments, acting as the central voice for the department, and work to align support efforts with the company goals and initiatives - proactively identifying challenges and providing cross-functional solutions.
Responsibilities

  • Act as an architect for Yext’s global support structure, with a thorough understanding of Yext’s product and customer needs.
  • Identify areas for strategic improvement in regards to the systems, processes, policies and procedures
  • Build and manage global support team capable of supporting:
  • Multiple tiers of support
  • 24/7 support availability
  • Multi-language support
  • Service support across various platforms: email, chat, phone
  • Service support across all sales channels: Enterprise, Midmarket, Partner, SMB
  • Have a fast track with
  • Oversee the handling of Tier 1 and Tier 2 support functions across the globe, including the transferring of tickets between tiers and offices.
  • Establish relationships with BPO providers and determine whether/how to use these providers alongside Yext direct employees
  • Establish executive-level reporting to track team efficiency and coverage
  • Work alongside Strategy teams to productize our support offering
  • Create a customer-centric culture focused on finding solutions and wowing customers
  • Make Yext a best-in-class support operation able to provide best practices to Yext clients or support their end customers, if desired
  • 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 for success
  • Serve a key stakeholder, working with cross functional teams to build out relevant help resources
  • 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

Minimum Requirements

  • 15+ years of experience in the Customer Service industry
  • 5+ years management experience
  • 2+ experience managing globally dispersed support teams
  • Direct experience building out and managing global teams
  • 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
  • Experience working in a SaaS company (highly recommended)
  • Able to work out of our New York Headquarters on a weekly basis
  • Willingness to travel occasionally to oversee other Global Support hubs

Compensation, Benefits & Perks
Yext offers the following exceptional benefits: competitive compensation, 401k, flexible hours/paid time off, and excellent health/dental/vision insurance. We treat our employees well and offer tremendous growth opportunities. Challenging work pushes our people to be creative in a casual environment that is caring, fun, and collaborative. We believe that when you have smart, happy people working together you can produce something special.
About
Yext has been named a Best Place to Work by Fortune and Great Place to Work® as well as a Best Workplace for Women. Yext is headquartered in New York City with offices in Berlin, Chicago, Dallas, Geneva, London, Paris, Tyson's Corner, San Francisco, Shanghai, and Tokyo. Learn more about the Yext team and culture on the muse, our website, and our blog. 
Yext is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, or Veteran status. 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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