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

Yelp, Inc•Honolulu, HI

2d•Remote

About The Position

Yelp is seeking a dedicated, bilingual Mandarin-speaking Customer Success Representative to support, consult with, and retain small-business advertisers after the sale. This remote role provides customer support to advertisers and helps them understand the value of Yelp through advertising performance metrics and product recommendations. The position involves frequent inbound calls and emails with both English- and Mandarin-speaking customers, and requires balancing consultation with support while meeting monthly goals. Candidates must reside in the United States, excluding the Bay Area, and have 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 skills.
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, frequently 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

Strengthen Yelp's revenue retention by providing exceptional and timely customer support.
Consult and educate Yelp advertisers by responding to a high volume of inbound calls and emails.
Show clients the value of Yelp by highlighting returns on their investment through ad performance metrics.
Become an expert in Yelp's advertising solutions and adapt product recommendations to clients' needs.
Ask probing questions and handle objections.
Communicate effectively with clients and other Yelp employees.
Stay organized and efficient in a fast-paced environment.
Consistently achieve or exceed monthly goals.
Work with English- and Mandarin-speaking customers.

Benefits

Medical, vision, and dental coverage effective the first day.
Mental health support and services through Modern Health.
15 days of PTO, accruing from the date of hire 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.
Target base salary of $55,000 plus performance-based incentives.