Specialist, Concierge Services - Bilingual (English/French)

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. Powered by over 2 billion trusted data points and a suite of integrated products, Yext provides brands the clarity, control, and confidence to perform across digital channels. From real-time insights to AI-driven recommendations and execution at scale, Yext turns a brand's digital presence into a competitive advantage, 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®!

In 2024, Yext acquired Hearsay Systems, bringing together two industry leaders to form one unified organization. By combining Yext's brand visibility expertise with Hearsay's best-in-class compliant engagement solutions, we're delivering even greater value to our customers. Our integrated approach unlocks a deeper set of data, insights, and recommendations - empowering brands to convert prospects into customers faster and more effectively.

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. Onboarding includes a comprehensive training program, which will empower you with skills, resources, and confidence to apply your individual talents to Yext and our customers. This role is remote and shift timings are in between 9pm time to 9am PHT.

What You'll Do

• Establish yourself as a dependable, solution oriented Yextpert who can creatively and professionally advise clients on digital presence best practices.
• Troubleshoot platform and client-specific inquiries via telephone and email support and maintain inbound queue management strategies to ensure adherence to the SLA.
• 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 to serve themselves.
• Interpret customer requests, tailor your conversations according to their needs, and effectively communicate these needs to ensure we are exceeding client expectations - every time!
• Work cross-functionally with Client Success, Operations, Engineering and Product teams to deliver full 360-support and surface trends that enhance the end-user experience.
• Ideate, build and scale new ways of thinking about the value White Glove Services brings to clients as well as our internal operational efficiency.
• Specialize in client and industry knowledge to become a Client/Industry Subject Matter Expert by participating in account meetings and documenting new features and client-specific processes.
• Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT)

What You Have

• BA/BS degree or a similar college level education
• Interest in pursuing a career in Customer Success within the SAAS space.
• Customer-facing experience desired (retail, hospitality, online support, etc.)
• The ability to think creatively, analyze, and understand complicated and abstract ideas.
• Outstanding and effective interpersonal skills
• Evidence of taking leadership or distinguishing yourself from your peers, especially in team or social activities
• Ability to work quickly and independently with excellent time management skills.
• Excellent written and verbal communication skills that can be tailored to a broad range of people.
• Strong computer skills, including typing skills, and the ability to adapt quickly to new programs.
• A knack for synthesizing technical concepts into digestible bits of information and effectively convey this information to others.
• Ability to work 40 hours/week and overtime as needed. Ability to work non-standard work week (ie Sun - Thur or Tues - Sat) and/or non-standard hours (ie 12PM - 9PM ET)
• Written and verbal fluency in English and French

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Yext is an equal opportunity employer committed to building a results-driven, engaging culture where every employee has the opportunity to contribute to the success of the Company, perform at the highest possible level, and grow their skills and capabilities. Yext welcomes employees and applicants of all backgrounds and demographics, and does not engage in discrimination on the basis of any protected characteristic recognized under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. The Company believes a broad variety of life experiences across the Yext team is critical to its mission to help every business in the world be visible everywhere customers search. By seeking out fresh perspectives and fostering a positive interview experience and employee experience, Yext can remain at the forefront of innovation, and better serve its customers.

It is Yext's policy to provide reasonable accommodations to people with disabilities as required by applicable 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.

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