Associate Publisher Operations Analyst
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®!
As an Associate Publisher Operations Analyst, you will be responsible for investigating, escalating, and resolving technical issues across a network of over 200 publishers. We’re looking for someone with a can-do attitude, a strong attention to detail, a problem-solving mindset, and a proven ability to learn quickly. In this role, you’ll work directly with clients and publishers, and collaborate with a variety of teams across the company, putting your ability to appropriately present information for various audiences to the test
What You’ll Do
- Become a Listings Specialist – Master core Yext concepts and continuously learn to stay current in both depth and breadth for a product that rapidly evolves both internally and externally
- Act as a First Responder in Publisher Support – Investigate, escalate, and resolve a diverse range of client issues across the Yext Publisher Network.
- Be a Client Advocate – Be a client-facing representative of Yext, guiding clients through challenging issues; ensuring professionalism, active listening, and a clear understanding of the needs of our clients
- Become an expert in the Yext software and the Yext Publisher Network
- Be a client-facing representative of Yext
- Troubleshoot reported product and publisher issues to diagnose and provide accurate and complete information to our customers
- Liaise with Publishers to drive resolution and communicate work status to clients
- Work cross-functionally to deliver exceptional service, and ensure we are exceeding client expectations - every time!
- Follow complex processes and understand nuances to troubleshoot product and publisher issues
- Refer to and help build out internal process documentation
- Contribute to internal resources and deliver meaningful product feedback to leadership and relevant teams
- Manage and prioritize multiple inbound requests and drive to completion
- Adhere to ticket management strategies and ensure adherence to the SLA
- Maintain a focus on excellence by meeting or exceeding quarterly targets, including Quality Assurance (QA), Customer Satisfaction (CSAT), and productivity (set KPIs)
What You Have
- BA/BS degree or a similar college-level education
- Experience of 1-2 years in a customer-facing role.
- Proficiency in Spreadsheet Software, viz, Excel and Google Sheets, with experience writing SQL queries
- Comfortable working in a fast-paced environment with multiple priorities and responsibilities
- Ability to work quickly and independently, with excellent time management and organizational skills required
- Detail-oriented mindset with the patience to work through complex issues
- Outstanding interpersonal skills, along with a strong ability to communicate issues across departments and with external contacts while using relevant verbiage
- Eagerness and flexibility to learn and contribute to the team
- Preferred: Familiarity with APIs
- Preferred: Basic experience writing scripts to iterate tasks or manipulate data, a plus
- Preferred: Proficiency in languages such as Spanish, French, and/or German is a plus
Why You’ll Love It Here
- PubOps is a truly collaborative team: While you will be individually responsible for servicing an array of client escalations, the team will be there every step of the way.
- Positive culture is a key indicator of success: We work hard to deliver quality work but are also dedicated to building a strong team culture
- Ownership and responsibility: At each level of the career journey, your ever-growing expertise and hard work will have a direct impact on client experience and the success of Yext products.
Perks and Benefits
At Yext, we take pride in our diverse workforce and prioritize creating an engaged and connected working environment. Our ambitious mission is to transform the enterprise with AI search, and we know that to achieve that, we need a global team of innovators, visionary thought leaders, and enthusiastic collaborators passionate about making a meaningful impact in the world and contributing to an extraordinary culture.
We believe that people do their best when they feel their best — and to feel their best, they must be well-informed, fuelled, and rested. To ensure our employees are at their best, we offer a wide range of benefits and perks, including:
- Performance-Based Compensation: We offer an attractive bonus structure and stock options for eligible positions.
- Comprehensive Leave Package: Our leave package includes Paid Time Off (PTO), Parental Leave, Sick Leave, Casual Leave, Bereavement Leave, National Holidays, and Floating Holidays to ensure a healthy work-life balance.
- Health & Wellness Offerings: We provide medical insurance with 7L coverage, including enhanced parental and outpatient department (OPD) coverage for you, your spouse, two dependent children, and two parents (as applicable and subject to eligibility requirements).
- Relocation Benefits: We offer relocation assistance and an allowance to eligible candidates to help ease your transition.
- World-Class Office & Building Amenities: Our office has a top-notch infrastructure, including gaming rooms, a plush pantry, and breakout areas.
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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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