Bilingual Customer Success (MandarinEnglish) Inbound Retention Specialist

*Please note that while this role will operate remotely it is required that the candidate resides in the United States (EXCLUDING THE BAY AREA).*

Do you love local businesses and want to help them grow The Yelp Customer Success team is seeking a dedicated and driven Bilingual Mandarin speaking Customer Success Representative to provide a 5-star experience to our small business advertisers! As a member of the Customer Success team you will be committed to supporting consulting and retaining our advertisers post-sale. Wed love to have you apply even if you dont feel you meet every single requirement in this posting. At Yelp were looking for great people not just those who simply check off all the boxes.

• You will help strengthen Yelps revenue retention by providing exceptional and timely customer support
• You will consult and educate Yelp advertisers by answering a high volume of inbound calls and emails
• You will show clients the value of Yelp by highlighting their investment returns through ad performance metrics
• You will become an expert in Yelps advertising solutions and adapt product recommendations quickly to suit client needs - asking probing questions and handling objections will be critical to your success
• You will exhibit strong communication skills both externally with clients and internally with other Yelp employees
• You will remain organized and efficient in a fast-paced environment
• You will consistently achieve/exceed monthly goals
• You will work with both English and Mandarin speaking customers

• You have a Bachelors Degree or 3 years of relevant client facing experience
• You possess written and verbal fluency in communicating with Mandarin and English speaking customers
• You have experience in account management sales advertising or small business (preferred)
• You are technically proficient with computers and information systems
• You have strong communication (verbal and written)
• You excel with problem solving and troubleshooting
• You have a love for local businesses and understand their importance in local economies
• You have excellent time management and organizational skills with the ability to track and complete numerous details
• You have the ability to handle tough conversations with business owners in a professional solutions-oriented manner
• You have the ability to strike a balance between consulting and supporting as needed
• You are willing to receive and implement feedback
• You have the ability to embrace a fast paced and always-changing environment
• You will need access to an individual hardline high-speed internet connection in your workspace. This job cannot be performed using satellite internet or a mobile hotspot

• Effective your first day: Medical vision and dental
• Mental health support and services via Modern Health
• 15 days PTO (accrual begins on date of hire and increases with 2 years of tenure thereafter) 12 paid holidays plus one floating holiday and 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 is $55000 performance based incentives
• For more information about US benefits at Yelp please check out this link