Bilingual Customer Success – Mandarin/English, Inbound Retention Specialist

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

📋 Description

• Enhance Yelp’s customer revenue retention by providing outstanding and prompt customer support.

• Advise and inform Yelp advertisers through a substantial number of inbound calls and emails.

• Emphasize the return on investment by utilizing advertising performance metrics.

• Become proficient in Yelp’s advertising solutions and tailor product recommendations to meet client needs.

• Inquire with probing questions and address objections effectively.

• Communicate adeptly with both clients and Yelp team members.

• Maintain organization and efficiency in a dynamic, fast-paced setting.

• Regularly meet or surpass monthly performance targets.

• Assist customers who speak English and Mandarin.

⛳️ Requirements

• Bachelor’s Degree or over 3 years of relevant experience in client-facing roles.

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

• Preferred experience in account management, sales, advertising, or small business environments.

• Technical skills related to computers and information systems.

• Strong written and verbal communication abilities.

• Capable of problem-solving and troubleshooting effectively.

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

• Exceptional time-management and organizational skills.

• Competent in tracking and completing various details.

• Skilled at managing challenging conversations with business owners in a professional and solution-oriented manner.

• Ability to balance consulting and support as necessary.

• Openness to receiving and implementing feedback.

• Capacity to thrive in a fast-paced, ever-evolving environment.

• Must reside in the United States, excluding the Bay Area.

🏝️ Benefits

• Medical, vision, and dental coverage effective from day one.

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

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

• 12 paid holidays annually.

• One floating holiday.

• 7 paid wellness days.

• Up to 14 weeks of parental leave.

• Monthly wellness subsidy.

• Flexible spending account options.

• 401(k) retirement savings plan.

• Employee stock purchase plan.

• Reimbursement for work from home expenses.

• Performance-based incentives.