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

While this role operates remotely, candidates must reside in the United States (excluding the Bay Area).

About the Role

Join the Yelp Customer Success team as a Bilingual Mandarin speaking Customer Success Representative to provide a 5-star experience to our small business advertisers. In this role, you will support, consult, and retain advertisers post-sale. 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 to suit client needs, including asking probing questions and handling objections.
• 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 tenure), 12 paid holidays, 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.