# Specialist, Concierge Services

**Company:** [Yext](https://hotfix.jobs/companies/yext)
**Location:** New York, NY
**Role:** Support Engineering
**Salary:** $46k – $112k/yr
**Skills:** SaaS, Customer Success, Technical Support, Queue Management, Webinars, Knowledge Graph, API, Quality Assurance, Customer Satisfaction
**Posted:** 2026-08-31

> Provides personalized, consultative, and technical support to enterprise clients using Yext’s product suite. The role combines troubleshooting, customer training, help-content creation, cross-functional collaboration, and performance against service and satisfaction targets.

## Job Description

## Responsibilities
- Advise enterprise clients on digital presence best practices across Yext’s product suite.
- Troubleshoot platform and client-specific inquiries by phone and email while managing inbound queues to meet service-level agreements (SLAs).
- Provide one-to-one and group consulting and training through calls, webinars, and virtual meetings.
- Create help articles and support materials that enable customer self-service.
- Interpret customer needs, tailor communications, and convey requirements to internal teams.
- Collaborate with Client Success, Operations, Engineering, and Product teams to provide comprehensive support and identify experience-enhancing trends.
- Develop and scale approaches that improve the value and operational efficiency of Concierge Services.
- Build client and industry expertise, participate in account meetings, and document features and client-specific processes.
- Meet or exceed quarterly quality assurance, customer satisfaction, productivity, and average handle time targets.

## Requirements
- BA/BS degree or equivalent college-level education.
- Interest in pursuing a Customer Success career in the SaaS industry.
- Customer-facing experience, such as retail, hospitality, or online support.
- Creative thinking and the ability to analyze complex and abstract concepts.
- Strong interpersonal, written, and verbal communication skills.
- Ability to work independently and efficiently with strong time management.
- Strong computer and typing skills, with the ability to learn new programs quickly.
- Ability to translate technical concepts into clear, accessible information.
- Availability to work 40 hours per week, overtime as needed, and non-standard schedules or hours.

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