Bilingual Customer Success – Inbound Retention Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Enhance Yelp's revenue retention by delivering outstanding and prompt customer support.

• Advise and inform Yelp advertisers through a high volume of incoming calls and emails.

• Showcase investment returns utilizing advertising performance metrics.

• Develop expertise in Yelp's advertising solutions.

• Tailor product recommendations to meet client requirements.

• Pose probing questions and address objections effectively.

• Communicate with clients and Yelp team members.

• Serve both English- and Mandarin-speaking customers.

• Meet or surpass monthly objectives.

• Provide support, consultation, and retention for small business advertisers after the sales process.

⛳️ Requirements

• Bachelor's Degree or over 3 years of relevant client-facing experience.

• Proficient in written and verbal communication with Mandarin- and English-speaking customers.

• Background in account management, sales, advertising, or small business is preferred.

• Technical proficiency with computers and information systems.

• Strong verbal and written communication skills.

• Adept at problem-solving and troubleshooting.

• Passion for local businesses and an understanding of their role in local economies.

• Excellent time management and organizational capabilities.

• Ability to track and manage multiple details efficiently.

• Skilled at handling challenging conversations with business owners in a professional and solutions-focused manner.

• Capacity to balance consulting and support as necessary.

• Openness to receiving and applying feedback.

• Ability to thrive in a fast-paced and dynamic environment.

🏝️ Benefits

• Medical, vision, and dental coverage effective from the first day.

• Mental health support and services through Modern Health.

• 15 days of PTO, increasing after 2 or more years of service.

• 12 paid holidays.

• 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.

• Reimbursement for work-from-home expenses.

• Performance-based incentives.