Specialist, Concierge Services

About Yext

Yext (NYSE: YEXT) is the leading brand visibility platform, built for a world where discovery and engagement happen everywhere — across AI search, traditional search, social media, websites, and direct communications. In 2024, Yext acquired Hearsay Systems, bringing together two industry leaders to form one unified organization.

Role Overview

In the Specialist, Concierge Services role, you'll interface with our entire Enterprise product suite including Pages, Reviews, Listings, Knowledge Assistant and more! You will gain a comprehensive understanding of complex enterprise businesses' digital strategy/goals while providing personalized, consultative, and technical support – or as we call it, "White Glove" support.

This role is remote and shift timings are between 9pm to 9am PHT.

Responsibilities

• Establish yourself as a dependable, solution-oriented expert who can creatively and professionally advise clients on digital presence best practices
• Troubleshoot platform and client-specific inquiries via telephone and email support
• Provide consultative and training services through 1:1 and group advisory settings via phone calls, webinars, and virtual meetings
• Craft help articles and other support materials to empower users
• Work cross-functionally with Client Success, Operations, Engineering and Product teams
• Maintain focus on excellence by meeting or exceeding quarterly targets (QA, CSAT, productivity)

Requirements

• BA/BS degree or similar college level education
• Interest in pursuing a career in Customer Success within the SaaS space
• Customer-facing experience (retail, hospitality, online support, etc.)
• Outstanding written and verbal communication skills
• Ability to work 40 hours/week including non-standard hours (9pm-9am PHT)
• Strong computer skills and ability to adapt quickly to new programs