Bilingual Customer Success (Mandarin/English) - Inbound Retention Specialist

Summary

_Please note that while this role will operate remotely, it is required that the candidate resides in the United States (EXCLUDING THE BAY AREA)._

Do you love local businesses, and want to help them grow? The Yelp Customer Success team is seeking a dedicated and driven Bilingual Mandarin speaking Customer Success Representative to provide a 5-star experience to our small business advertisers! As a member of the Customer Success team, you will be committed to supporting, consulting, and retaining our advertisers post-sale. We’d love to have you apply, even if you don’t feel you meet every single requirement in this posting. At Yelp, we’re looking for great people, not just those who simply check off all the boxes.

What you'll do:

You will help strengthen Yelp’s revenue retention by providing exceptional and timely customer support

You will consult and educate Yelp advertisers by answering a high volume of inbound calls and emails

You will show clients the value of Yelp by highlighting their investment returns through ad performance metrics

You will become an expert in Yelp’s advertising solutions and adapt product recommendations quickly to suit client needs - asking probing questions and handling objections will be critical to your success

You will exhibit strong communication skills, both externally with clients and internally with other Yelp employees

You will remain organized and efficient in a fast-paced environment

You will consistently achieve/exceed monthly goals

You will work with both English and Mandarin speaking customers

What it takes to succeed:

You have a Bachelor's Degree or 3+ years of relevant client facing experience

You possess written and verbal fluency in communicating with Mandarin and English speaking customers

You have experience in account management, sales, advertising, or small business (preferred)

You are technically proficient with computers and information systems

You have strong communication (verbal and written)

You excel with problem solving and troubleshooting

You have a love for local businesses and understand their importance in local economies

You have excellent time management and organizational skills with the ability to track and complete numerous details

You have the ability to handle tough conversations with business owners in a professional, solutions-oriented manner

You have the ability to strike a balance between consulting and supporting as needed

You are willing to receive and implement feedback

You have the ability to embrace a fast paced and always-changing environment

What you'll get:

Effective your first day: Medical, vision, and dental

Mental health support and services via Modern Health

15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 12 paid holidays, plus one floating holiday and 7 paid wellness days

Up to 14 weeks of parental leave

Monthly wellness subsidy

Flexible spending account

401(k) retirement savings plan

Employee stock purchase plan

Work from home reimbursement

Target base salary is $55,000 + performance based incentives

For more information about US benefits at Yelp, please check out this link

Closing

At Yelp, we believe that diversity is an expression of all the unique characteristics that make us human: race, age, sexual orientation, gender identity, religion, disability, and education — and those are just a few. We recognize that diverse backgrounds and perspectives strengthen our teams and our product. The foundation of our diversity efforts are closely tied to our core values, which include “Playing Well With Others” and “Authenticity.”

We’re proud to be an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability.

Actual salary offered may vary based on multiple factors, including but not limited to, an individual's location and experience.

We will consider for employment qualified candidates with arrest and conviction records, consistent with applicable law (including, for example, the San Francisco Fair Chance Ordinance for roles based in San Francisco, the Los Angeles County Fair Chance Ordinance for roles based in the unincorporated areas of Los Angeles County, and the California Fair Chance Act for roles based in California).

Where required by law, a criminal background check will not be conducted until after a conditional offer of employment is made, and any evaluation of a candidate's criminal background check will be subject to an individualized assessment that takes into account the candidate's specific criminal records and the responsibilities and requirements of the particular role.

We are committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-recruiting@yelp.com or 415-969-8488.

Note: Yelp does not accept agency resumes. Please do not forward resumes to any recruiting alias or employee. Yelp is not responsible for any fees related to unsolicited resumes.

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Notice to Washington Applicants - Washington State Fair Chance Act

#LI-Remote

• Bachelor's degree or 3+ years of relevant client-facing experience
• Bilingual fluency in Mandarin and English, both written and verbal
• Reside in the U.S. (excluding the Bay Area) with strong communication, problem-solving, and organizational skills