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

Bilingual Mandarin Speaking Customer Success Representative

*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. We'd love to have you apply, even if you don't feel you meet every single requirement in this posting. At Yelp, we're looking for great people, not just those who simply check off all the boxes.

What You'll Do:

• Help strengthen Yelp's revenue retention by providing exceptional and timely customer support
• Consult and educate Yelp advertisers by answering a high volume of inbound calls and emails
• Show clients the value of Yelp by highlighting their investment returns through ad performance metrics
• Become an expert in Yelp's advertising solutions and adapt product recommendations quickly to suit client needs - asking probing questions and handling objections will be critical to your success
• Exhibit strong communication skills, both externally with clients and internally with other Yelp employees
• Remain organized and efficient in a fast-paced environment
• Consistently achieve/exceed monthly goals
• Work with both English and Mandarin speaking customers

What It Takes To Succeed:

• Bachelor's Degree or 3+ years of relevant client facing experience
• Written and verbal fluency in communicating with Mandarin and English speaking customers
• Experience in account management, sales, advertising, or small business (preferred)
• Technically proficient with computers and information systems
• Strong communication (verbal and written)
• Excel with problem solving and troubleshooting
• Love for local businesses and understanding their importance in local economies
• Excellent time management and organizational skills with the ability to track and complete numerous details
• Ability to handle tough conversations with business owners in a professional, solutions-oriented manner
• Ability to strike a balance between consulting and supporting as needed
• Willing to receive and implement feedback
• Ability to embrace a fast paced and always-changing environment
• 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

What You'll Get:

• 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 $55,000 + performance based incentives
• For more information about US benefits at Yelp, please check out this link

Closing:

At Yelp, we believe that diversity is an expression of all the unique characteristics that make us human: race, age, sexual orientation, gender identity, religion, disability, and education and those are just a few. We recognize that diverse backgrounds and perspectives strengthen our teams and our product. The foundation of our diversity efforts are closely tied to our core values, which include "Playing Well With Others" and "Authenticity." We're proud to be an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability. Actual salary offered may vary based on multiple factors, including but not limited to, an individual's location and experience. We will consider for employment qualified candidates with arrest and conviction records, consistent with applicable law (including, for example, the San Francisco Fair Chance Ordinance for roles based in San Francisco, the Los Angeles County Fair Chance Ordinance for roles based in the unincorporated areas of Los Angeles County, and the California Fair Chance Act for roles based in California). Where required by law, a criminal background check will not be conducted until after a conditional offer of employment is made, and any evaluation of a candidate's criminal background check will be subject to an individualized assessment that takes into account the candidate's specific criminal records and the responsibilities and requirements of the particular role. We are committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, you may contact us at View email address on click.appcast.io or View phone number on click.appcast.io. Note: Yelp does not accept agency resumes. Please do not forward resumes to any recruiting alias or employee. Yelp is not responsible for any fees related to unsolicited resumes. US Recruiting and Applicant Privacy Notice Notice to Washington Applicants - Washington State Fair Chance Act