Digital Services Director

5 days ago


Manila, National Capital Region, Philippines Yext Full time

Yext is the leading digital presence platform for multi-location brands. Our AI and machine learning technology powers the knowledge behind every customer engagement, enabling us to deliver consistent, accurate, and engaging experiences.

We're seeking an experienced customer service manager to scale our Concierge Services organization. Yext's Concierge Services offerings help clients maximize their Yext program success by providing field users with guidance and expertise.

The ideal candidate has experience building scalable support models across channels, creating a vibrant, dynamic, customer-focused culture. They will manage a team of Concierge Services Specialists focused on delivering high levels of service to field users.

This role involves coaching, supporting, and developing talent within the team. The Manager will develop and manage ticket queues and escalation paths, ensuring SLAs are met and key KPIs such as CSAT and FiRT are exceeded.

Key Responsibilities
  • Manage a team of Concierge Services Specialists
  • Coach, support, and develop talent within the team
  • Develop and manage ticket queues and escalation paths
  • Assist the team in troubleshooting escalated issues in real-time

This exciting opportunity offers a chance to work closely with multiple departments across Yext and directly interface with a variety of strategic clients.



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