Managed Review Response Specialist at Yext

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Digital Marketing, SaaSIndustries

Requirements

BA/BS degree or similar college level education
Customer service, communications, marketing, SaaS CX, and/or creative writing experience preferred
Fluent in English
Exceptional writing skills with a keen eye for detail
Ability to adapt writing style to match different brand voices
Strong interpersonal skills for effective client communication and collaboration
Ability to efficiently interface with large volumes of customer comments across multiple industries and strategies while maintaining high quality of work
Highly organized with strong time management skills
Ability to work independently and as part of a team
Proactive and self-motivated with a strong customer-focused mindset

Responsibilities

Monitor and manage customer reviews on public platforms such as Google, Facebook, and Yelp
Analyze and categorize reviews to understand customer sentiment and identify trends
Identify business-critical reviews and triage to key client contacts
Draft and post timely and appropriate responses to customer reviews
Ensure each response follows the client's brand voice and customer experience guidelines
Customize responses to address specific issues raised in reviews, demonstrating empathy and professionalism
Collaborate with clients to understand their brand voice, customer experience guidelines, and specific response requirements
Draft response templates and review management guidelines for clients as part of strategy development
Interface with clients via email regarding response follow-ups and updates to their review management guidelines
Continuously improve response templates and strategies based on client feedback and review trends
Organize and update internal documentation adhering to strict organizational processes and standards
Use software tools to configure platform settings per client specifications, log time tracking, and manage client tickets
Conduct routine audits of reviews and productivity

Skills

Key technologies and capabilities for this role

Review ManagementGoogle ReviewsFacebook ReviewsYelp ReviewsCustomer Sentiment AnalysisTrend IdentificationResponse WritingBrand VoiceCustomer Experience Guidelines

Questions & Answers

Common questions about this position

What education and experience is required for this role?

A BA/BS degree or similar college-level education is required, along with customer service experience.

Is this position remote or does it require office work?

This information is not specified in the job description.

What are the main responsibilities of the Managed Review Response Specialist?

Responsibilities include monitoring and managing reviews on platforms like Google, Facebook, and Yelp, drafting timely responses aligned with client brand voice, collaborating with clients on guidelines, and organizing internal documentation.

What is the company culture like at Yext?

Yext is recognized as a 'Best Place to Work' globally by Built In, Fortune, and Great Place To Work, with a team of innovators and enthusiastic collaborators.

What makes a strong candidate for this position?

The ideal candidate excels in writing responses that align with client brand voice, demonstrates empathy and professionalism, and has experience in customer service with a college degree.

Yext

AI-powered search solutions for businesses

About Yext

Yext provides AI-powered search solutions through its Yext Answers Platform, which allows businesses to give direct answers to user queries instead of just links. This platform uses natural language processing to understand the context of search queries, ensuring users receive accurate information. Yext caters to a wide range of clients, from large enterprises to small businesses, and focuses on improving search experiences in areas like marketing, customer support, and e-commerce. The company operates on a subscription model, where clients pay for access to the platform and its features, which are supported by a centralized Knowledge Graph that maintains consistent information across digital platforms. Yext also offers a training and community engagement platform called Hitchhikers, where users can enhance their knowledge and connect with others. The goal of Yext is to enhance search capabilities for businesses, leading to better user experiences and high customer satisfaction.

New York City, New YorkHeadquarters

2006Year Founded

$115MTotal Funding

IPOCompany Stage

Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Comprehensive Benefits Program - One of our top priorities is to maintain the health and wellbeing of our employees and their families. We offer a robust and comprehensive benefits program, which includes top-quality health insurance (medical, dental, vision), paid parental leave, a 401(k) with match or retirement pension plan, equity, commuter benefits, and more.

Invested in Your Wellbeing - In addition to our top-tier benefits, we also have a holistic wellness program that includes physical and mental health services. A few employee-favorite perks are our company-wide subscription to the meditation, sleep, and relaxation app Calm, as well as our corporate ClassPass membership.

Stay Informed - Our leadership team is committed to company-wide transparency, ranging from email blasts, biannual goal-setting days, and a weekly all-hands video meeting called Manifesto. Manifesto is a time for leadership to share company updates, showcase new products, highlight new deals, and provide kudos to well-deserved employees.

Collaborative Workspaces - Yext has amazing workspaces in many of the greatest cities in the world — from our magnificent new HQ in New York City to those in Chicago, Greater Washington DC, London, Miami, Munich, Paris, Tokyo, San Francisco, and more. Most job families within Yext allow employees to work from any office so they can experience the face-to-face collaboration, spontaneous interaction, and mutual learning that have become such hallmarks of our culture across the globe.

Life-Work Balance - We work hard and play even harder, but we also recognize that our employees wear multiple hats as parents, mentors, caretakers, volunteers, and more. That’s why we offer flexible and generous vacation, paid company and bank holidays, and sick days for when you’re feeling under the weather — all in an effort to give our employees more time to do the things they love with the ones they love and support a better life-work balance.

Upward Mobility - One of the perks of being a relatively new publicly traded company is that there is no shortage of opportunity. This means our employees are presented with countless chances to move internally. Internal mobility is at the forefront of Yext’s hiring, as are learning and development, alongside our mentorship program and monthly lunch and learns sponsored by our ERGs.

Risks

Yext's acquisition of Hearsay Systems could strain financial resources if synergies aren't realized.

Potential sale amid takeover interest may disrupt operations and client relationships.

Rapid AI and NLP evolution requires continuous R&D investment, posing financial risks.

Differentiation

Yext's AI-powered search solutions provide direct answers, enhancing user experience.

The Yext Answers Platform uses NLP to understand search query context and meaning.

Yext's Knowledge Graph ensures consistent and accurate information across digital touchpoints.

Upsides

AI-driven personalization in search results enhances user engagement, aligning with Yext's focus.

The rise of voice search highlights the need for Yext's advanced NLP capabilities.

The demand for centralized digital information management supports Yext's Knowledge Graph approach.

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