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. 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 enhance 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 Director, 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 raised 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 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 role is fully on-site in our Hyderabad, India office

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

• 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 raised 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 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
• Set the standard – work continuously with the team to ideate, build and scale new ways of thinking / approaches to set the standard 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 approach, 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 skills who is able to use data to find solutions
• Excellent communication skills including experience speaking to business audiences and presenting to executive level leadership

Perks and Benefits

At Yext, we take pride in our diverse workforce and prioritize creating an engaged and connected working environment. Our ambitious mission is to transform the enterprise with AI search, and we know that to achieve that, we need a global team of innovators, visionary thought leaders, and enthusiastic collaborators passionate about making a meaningful impact in the world and contributing to an extraordinary culture.

We believe that people do their best when they feel their best — and to feel their best, they must be well-informed, fuelled, and rested. To ensure our employees are at their best, we offer a wide range of benefits and perks, including:

• Performance-Based Compensation: We offer an attractive bonus structure and stock options for eligible positions.
• Comprehensive Leave Package: Our leave package includes Paid Time Off (PTO), Parental Leave, Sick Leave, Casual Leave, Bereavement Leave, National Holidays, and Floating Holidays to ensure a healthy work-life balance.
• Health & Wellness Offerings: We provide medical insurance with 7L coverage, including enhanced parental and outpatient department (OPD) coverage for you, your spouse, two dependent children, and two parents (as applicable and subject to eligibility requirements).
• Relocation Benefits: We offer relocation assistance and an allowance to eligible candidates to help ease your transition.
• World-Class Office & Building Amenities: Our office has a top-notch infrastructure, including gaming rooms, a plush pantry, and breakout areas.

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