Customer Service Manager
2 weeks ago
At Yext, we're building a world-class, global Support organization to deliver exceptional customer experiences. As a seasoned customer service manager, you'll play a critical role in scaling our White Glove Services organization, which provides tailored support to our clients' field users.
The ideal candidate has 3-5 years of leadership experience in a contact center or workforce management environment, with a strong customer-centric approach and experience managing teams responsible for assisting clients on our platform. You'll be responsible for developing and managing ticket queues, escalating issues in real-time, and collaborating with cross-functional teams to build out relevant help resources and internal documentation.
We're looking for a strategic problem solver with excellent communication skills, who can use data to drive solutions and present to executive-level leadership. If you're a true leader who enjoys hiring, developing, and mentoring top talent, we'd love to hear from you.
Key Responsibilities:
- Manage a team of White Glove Services Specialists focused on delivering exceptional customer experiences
- Develop and manage ticket queues and escalation paths to ensure SLAs are met and key KPIs are exceeded
- Collaborate 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
What We Offer:
- Performance-Based Compensation: Attractive bonus structure and stock options for eligible positions
- Comprehensive Leave Package: Paid Time Off (PTO), Parental Leave, Sick Leave, Casual Leave, Bereavement Leave, National Holidays, and Floating Holidays
- Health & Wellness Offerings: Medical insurance with 7L coverage, including enhanced parental and outpatient department (OPD) coverage
- Relocation Benefits: Relocation assistance and an allowance for eligible candidates
- World-Class Office & Building Amenities: Top-notch infrastructure, gaming rooms, plush pantry, and breakout areas
We believe that people do their best when they feel their best, and we offer a wide range of benefits and perks to ensure our employees are at their best. If you're passionate about delivering exceptional customer experiences and building a career with a fast-growing tech company, we'd love to hear from you.
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