[Hiring] Retention Restaurant Support Specialist @Yelp, Inc

Role Description

Please note the following: In this role, you will be expected to work an 8 hour shift between the operational hours of 6:00am to 8:00pm Pacific Time totaling 40 hours a week. The working days will be Sunday through Saturday.

Do you love to dine out? Are you passionate about helping restaurant owners succeed? Our mission at Yelp is to connect people with great local businesses, and that starts with people like you. Yelp Reservations and Yelp Waitlist are powerful tools that reach and engage diners with an unforgettable experience on the largest restaurant discovery platform in the world.

The Yelp Restaurants division is growing, and we’d love to have you join us. Fast-paced and growth minded: Yelp Restaurants is a true startup, so get ready to make an impact! You’ll help lots of businesses, learn very quickly, and contribute directly to our strategy. As a Restaurant Support Manager, you are committed to providing exceptional customer service with the goal of retaining and growing our client base - but, above all else, provide stellar customer service. You’ll efficiently manage and respond to a variety of questions and issues that may require troubleshooting, researching or collaborating with the team while you listen and reassure our clients.

What you'll do:

• Provide exceptional and timely inbound customer support via phone and email
• Consult and educate our customers to provide value, resolve their business needs, and retain their business
• Become an expert in the Yelp Restaurant SaaS product suite and adapt product recommendations quickly to suit client needs
• Help owners with their full suite of Yelp Restaurant tools to market their restaurant, efficiently manage their front of house, and drive diners
• Grow and learn in a fast-paced high-growth environment

Qualifications

• Bachelor's Degree or 3+ years of relevant client-facing experience
• Experience in SaaS, sales, client retention, support, or customer success is preferred

Requirements

• Be available to work weekends and holidays between the hours of 6AM-8PM PST
• Great communicator - Whether it’s on the phone, through email or via live chat, you excel at communicating with customers
• Positive - You strive to maintain a positive working space with both customers and peers
• Adaptable - You are adaptable and can think on your feet
• Supportive - You don’t hesitate to lend a helping hand to other team members when possible
• Value Focused - Solid ability to handle challenging conversations and add value to business owners in a professional, solutions-oriented manner
• Willingness to Learn and Grow - You are open to feedback, adaptive and coachable

Benefits

• Effective your first day: Full medical, vision, and dental coverage
• 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)
• 7 paid wellness days
• 12 paid holidays, plus one floating holiday
• Up to 14 weeks of parental leave
• Monthly wellness subsidy
• Flexible spending account
• 401(k) retirement savings plan
• Employee stock purchase plan
• Professional development reimbursement
• Work from home reimbursement
• Compensation base salary is $55,000-$80,000 annually