Manager, Client Support

Job Description

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 a leader to enable our largest clients and partners to take their search experience to the next level. The Manager, Client Support reports to the VP of Client Advocacy and is responsible for the development and ongoing management of our Client Support team based in New York and San Francisco.
Key responsibilities include managing a team responsible for assisting our Clients on the Yext platform, troubleshooting escalated technical issues in real-time, and providing best practices. The Manager, Client Support is responsible for ensuring high levels of customer satisfaction by managing quality and productivity guidelines that will be met by each 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 clients, from SMB to Enterprise. 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 Support representatives providing Tier 1 and Tier 2 and support to existing Yext clients
• 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
• Develop and manage ticket queues and escalation paths - ensure SLA’s 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 support 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+ years leadership experience working in a contact center, workforce management environment or related industry servicing multiple channels, SLAs and varying KPIs
• 3+ years Customer support experience, preferably in a SaaS organization serving Enterprise customers
• Understanding of B2B, SaaS or client-facing, consumer products
• Data driven approach to problem solving
• Excellent communication skills including experience speaking to technical and business audiences, Strong growth mindset
• SQL experience is a plus
• Leadership or coaching experience is highly preferred

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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