Manager, Support

Davita Inc.; New York (NY); On-site; USD 105,000 - 157,000; Full time

Job summary

A leading company in digital presence is seeking a Manager, Technical Support to oversee a team of specialists. This role involves ensuring high customer satisfaction, managing escalated issues, and creating a customer-centric culture. Candidates should have 3-5 years of leadership experience in customer support, ideally in a SaaS environment.

Benefits

Medical, dental and vision benefits

401(k) retirement plan

Vacation and sick leave

Equity (stock) based compensation

Variable pay programs based on performance

Qualifications

• 3-5 years of leadership experience in a contact center or related industry.
• Experience in customer support in a SaaS organization serving Enterprise customers.
• Ability to speak with clients and handle escalated situations.

Responsibilities

• Manage a team of Technical Support Specialists providing high service levels.
• Develop and manage ticket queues, ensuring SLAs and KPIs are met.
• Drive bug resolutions and feature requests with Product and Engineering.

Skills

Leadership

Customer-centric mindset

Strong analytical skills

Excellent communication skills

Job description

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!

Yext is in the process of building a world-class, global Support organization and is looking for an experienced customer service Manager to help scale our organization in the United States. The Manager, Technical Support reports directly to the Sr. Director, Technical Support and is responsible for the development and ongoing management of a team of Yext Support Specialists.

Key responsibilities include managing a team responsible for assisting our Clients on the Yext platform, troubleshooting escalated technical issues in real-time, and advising on best practices. The Manager, Technical Support is responsible for ensuring high levels of customer satisfaction by managing quality and productivity guidelines that will be met by their 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 Technical Support Specialists focused on providing a high level of service to Yext's 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 to success


• Develop and manage ticket queues and escalation paths - ensure SLAs 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

• 3-5 years of leadership experience working in a contact center, workforce management environment, or related industry servicing multiple channels, SLAs, and varying KPIs


• 3-5 years of customer support experience, preferably in a SaaS organization serving Enterprise customers


• Understanding of B2B, SaaS, or client-facing, consumer products


• Strong customer-centric mindset, confidence/experience in speaking with clients, and defusing escalated situations


• A true, inspirational leader who enjoys hiring, developing, mentoring, and motivating top talent


• A strategic thinker with strong analytical skills who is able to use data to find solutions


• Excellent communication skills, including experience speaking to business audiences

#LI-CH1

Pay ranges at Yext are established based on an analysis of salaries for positions with a similar level of accountability and impact in the relevant labor market. Salary levels are expected to change to reflect an employee's job performance (results and impact) over time. Salaries at the time of hire are typically offered in the lower to middle of the above-referenced range in order to provide the opportunity to reflect performance-based increases over time. In addition to base salaries, employees at Yext are typically eligible for a comprehensive package of benefits including medical, dental and vision benefits; life insurance; short term and long-term disability; 401(k) retirement plan; and vacation and sick leave. Successful candidates may also be eligible for equity (stock) based compensation and/or variable pay programs based on performance relative to goals and targets.

Annual Base Pay Range

$105,000—$157,000 USD

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.