Customer Service Manager
4 days ago
Yext is the leading digital presence platform for multi-location brands. Our AI and machine learning technology powers the knowledge behind every customer engagement, making us a 'Best Place to Work' globally.
Job SummaryWe're looking for an experienced customer service manager to help scale our White Glove Services organization. As a Manager, White Glove Services, you'll lead a team of specialists responsible for assisting clients on the Yext platform, troubleshooting technical issues, and advising on standard processes.
Key Responsibilities- Manage a team of White Glove Services Specialists focused on delivering exceptional service to field users.
- Coach, support, and develop talent within the team, ensuring high levels of customer satisfaction.
- Develop and manage ticket queues and escalation paths, adhering to SLAs and key KPIs.
- 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.
- 3-5 years of leadership experience in a contact center, workforce management environment, or related industry.
- 3-5 years of customer support experience, preferably in a SaaS organization serving Enterprise customers.
- Strong customer-centric approach, confidence in speaking with clients, and defusing escalated situations.
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