Manager, Support

Job Description

Yext is seeking a Manager, Technical Support to help scale its support organization in the United States. This role involves managing a team of Yext Support Specialists, troubleshooting escalated technical issues, and advising on best practices. The Manager will ensure high levels of customer satisfaction by managing quality and productivity guidelines.

• Managing a team of Technical Support Specialists
• Coaching, supporting, and developing talent within the team
• Developing and managing ticket queues and escalation paths
• Assisting the team in troubleshooting escalated issues in real-time
• Working with cross-functional teams to build out relevant help resources and internal documentation
• Driving bug resolutions, requirements, and feature requests with Product and Engineering
• Creating a customer-centric culture focused on finding solutions
• Scaling support to facilitate Yext’s growth
• Developing a thorough understanding of Yext’s product and customer needs

• 3-5 years of leadership experience in a contact center or related industry
• 3-5 years of customer support experience, preferably in a SaaS organization
• Understanding of B2B, SaaS, or client-facing, consumer products
• Strong customer-centric mindset and experience in speaking with clients
• Experience in hiring, developing, mentoring, and motivating top talent
• Strong analytical skills and ability to use data to find solutions
• Excellent communication skills

• Opportunity to work closely with multiple departments across Yext
• Chance to directly interface with a variety of Yext clients
• Opportunity to build a career with a fast-growing tech company