[Hiring] Bilingual Customer Success (Mandarin/English) - Inbound Retention Specialist @Yelp

Role Description

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.

• 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.

Qualifications

• 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.

Benefits

• 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.