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 providing outstanding and prompt customer support.

• Consult with and educate Yelp advertisers through a high volume of incoming calls and emails.

• Showcase the value of Yelp by emphasizing investment returns through advertising performance metrics.

• Become proficient in Yelp's advertising solutions.

• Tailor product recommendations to meet client needs.

• Pose probing questions and effectively manage objections.

• Communicate clearly with clients and internal Yelp staff.

• Maintain organization and efficiency in a dynamic work environment.

• Regularly meet or surpass monthly performance goals.

• Provide support to customers who speak both English and Mandarin.

⛳️ Requirements

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

• Proficiency in written and spoken Mandarin and English.

• Experience in account management, sales, advertising, or small business (preferred).

• Technical skills with computers and information systems.

• Strong written and verbal communication abilities.

• Capability in problem-solving and troubleshooting.

• Passion for local businesses and recognition of their significance in local economies.

• Exceptional time management and organizational capabilities.

• Ability to track and complete multiple details efficiently.

• Capacity to navigate difficult discussions with business owners in a professional and solutions-focused manner.

• Skill in balancing consulting and support as necessary.

• Openness to receiving and applying feedback.

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

• Must have access to a personal hardline high-speed internet connection; satellite internet and mobile hotspots are not permitted.

• Candidates must reside in the United States, excluding the Bay Area.

🏝️ Benefits

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

• Access to mental health support and services through Modern Health.

• 15 days of paid time off (PTO), increasing with more than 2 years of service.

• 12 paid holidays per year.

• 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.