Yext (NYSE: YEXT) is the leading digital presence platform for multi-location brands, with thousands of customers worldwide. With one central platform, brands can seamlessly deliver consistent, accurate, and engaging experiences and meaningfully connect with customers anywhere in the digital world. Our AI and machine learning technology powers the knowledge behind every customer engagement, which is only possible through our team of innovators and enthusiastic collaborators. Join us and experience firsthand why we are consistently recognized as a ‘Best Place to Work’ globally by industry leaders such as Built In, Fortune, and Great Place To Work®!

As a Manager, Services on our Assistance team, you will be responsible for managing a team of Operations Analysts and focus on the successful delivery of the foundational Assistance requests from our Enhanced and Elite CX customers as well as other operational tasks that we handle at scale.

The Assistance team is responsible for providing platform configuration, content management, and platform optimization services to our customers; a key role in the Yext customer experience. Your team members will be trusted to reliably manage brands’ digital experiences powered by the Yext platform. You will be accountable for the engagement, success, and performance of your direct reports, your team, as well as contribute to the overall success of the Assistance program. 

Our L1 team is the foundation of our Assistance team. The team aspires to be a beacon of quality, responsiveness, accuracy, and reliability in order to deliver an exceptional experience for our customers. Documented processes are a critical element to this team’s success as the requests are high-volume and vary in complexity. A successful manager will be able to adapt quickly to the changing needs of our customers, account teams, and their own team to ensure the successful delivery of our services and the performance of their team.  

We deeply value quality and by training, coaching, and providing timely feedback for your team we expect you to work diligently to grow and develop every member. Ideal candidates are people leaders who can create and maintain a culture where your team is reliable, following best practices, delivering high-quality work, and is maintaining an exceptional and delightful customer experience.  If customers are saying “Thanks for the quick help! I can always count on you guys!” to your team members, you’re doing something right! 

What You’ll Do:

• Provide feedback, coaching, and mentorship to team members in order to promote professional development and effective performance
• Manage individual, team, and program targets and actively monitor and report on these metrics on a consistent cadence
• Manage team resources to ensure successful individual outcomes, team outcomes, and positive customer experiences measured by utilization, SLO adherence, backlog health, resolution times, and CSAT amongst other KPIs
• Contribute to internal resources and deliver meaningful product feedback to leadership and relevant teams
• Monitor, assess and mitigate risks to team’s delivery and its customers; identify issues and opportunities early on and coach team on how to address challenges
• Routinely review and update internal and customer documentation regularly to reflect change in team, company, or customer process or workflows
• Proactively identify and contribute to process improvements across the Services team
• Review department product feedback and advocate for the appropriate product roadmap items based on customer needs, including both product and product marketing considerations

What You Have:

• BA/BS degree or similar college level education
• 3+ years of customer support, consulting, or similar customer-facing roles
• 0-2 years of leadership experience
• Desire to delight customers with every interaction and motivate your team to do the same
• Demonstrated prioritization, organization, and project management skills
• Excellent written and verbal communication skills
• Proficiency in data manipulation with Excel
• Strong and effective interpersonal skills; along with strong ability to communicate complex issues across departments and with external contacts
• Detail-oriented, organized, process-driven
• Ability to work quickly and accurately in a fast-paced environment
• Ability to thrive in a cross-functional team environment

Perks and BenefitsAt 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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Yext is committed to building an inclusive and diverse culture where every person is seen, heard, and valued. We believe in equal employment opportunity and welcome employees and applicants of all races, colors, ethnicities, religions, creeds, national origins, ancestries, genetics, sexes, pregnancy or childbirth, sexual orientations, genders (including gender identity or nonbinary or nonconformity and/or status as a trans individual), ages, physical or mental disabilities, citizenships, 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. It is Yext’s policy to provide reasonable accommodations to people with disabilities as required by law. If you have a disability that requires an accommodation in completing this application, interviewing, or participating in the employee selection process, please complete this form.