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

Yelp•Portland, AZ

1d•Remote

About The Position

Yelp is seeking a bilingual Mandarin- and English-speaking Customer Success Representative to support, consult with, and retain small business advertisers after the sale. This remote role is limited to candidates residing in the United States, excluding the Bay Area. The representative will provide timely customer support, educate advertisers about Yelp’s advertising solutions, demonstrate value through ad performance metrics, and recommend products suited to clients’ needs. The role involves a high volume of inbound calls and emails, regular goal achievement, and communication with customers and Yelp employees. The candidate must have access to an individual hardline high-speed internet connection; satellite internet and mobile hotspots cannot be used.

Requirements

Bachelor’s degree or at least 3 years of relevant client-facing experience.
Written and verbal fluency in Mandarin and English.
Technical proficiency with computers and information systems.
Strong verbal and written communication skills.
Problem-solving and troubleshooting ability.
Interest in local businesses and understanding of their importance to local economies.
Excellent time-management and organizational skills, including the ability to track and complete numerous details.
Ability to handle difficult conversations with business owners professionally and with a solutions-oriented approach.
Ability to balance consulting and support as needed.
Willingness to receive and implement feedback.
Ability to adapt to a fast-paced, changing environment.
Access to an individual hardline high-speed internet connection in the workspace; satellite internet and mobile hotspots are not permitted.
Must reside in the United States, excluding the Bay Area.

Nice To Haves

Experience in account management, sales, advertising, or small business.

Responsibilities

Provide exceptional and timely customer support to strengthen Yelp’s revenue retention.
Consult with and educate Yelp advertisers by responding to a high volume of inbound calls and emails.
Explain the value of Yelp advertising by highlighting returns through ad performance metrics.
Become an expert in Yelp’s advertising solutions and adapt product recommendations to client needs.
Ask probing questions and handle objections.
Communicate effectively with clients and Yelp employees.
Stay organized and efficient in a fast-paced environment.
Consistently achieve or exceed monthly goals.
Support customers in both English and Mandarin.

Benefits

Medical, vision, and dental coverage effective on the first day.
Mental health support and services via Modern Health.
15 days of PTO, accruing from the hire date and increasing after 2+ years of tenure.
12 paid holidays and one floating holiday.
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.
Performance-based incentives.