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

Please note that while this role will operate remotely, it is required that the candidate resides in the United States (excluding the Bay Area).

About the Role

As a member of the Customer Success team, you will support, consult, and retain Yelp’s small business advertisers post-sale, providing a 5-star experience. We encourage you to apply even if you don’t meet every requirement—we value great people over checkboxes.

Responsibilities

• 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 or exceed monthly goals
• Work with both English and Mandarin-speaking customers

Requirements

• Bachelor's Degree or 3+ years of relevant client-facing experience
• Written and verbal fluency in Mandarin and English
• Experience in account management, sales, advertising, or small business (preferred)
• Technical proficiency with computers and information systems
• Strong verbal and written communication skills
• Excellent problem-solving and troubleshooting abilities
• Passion for local businesses and understanding of 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 balance consulting and supporting as needed
• Willingness to receive and implement feedback
• Ability to thrive in a fast-paced and ever-changing environment

Benefits

• Medical, vision, and dental coverage (effective on your first day)
• Mental health support and services via Modern Health
• 15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure), 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

Pay

Target base salary is $55,000 plus performance-based incentives.