Summary
*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 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.
This position requires you to work a permanent Saturday-Wednesday schedule. On Saturday and Sunday you will work 7:00am-4:00pm PST and during the weekdays of your shift you will either work 8:00am-5:00pm or 9:00am-6:00pm in your timezone. This is a full-time position.
What you'll do:
You will help strengthen Yelp’s revenue retention by providing exceptional and timely customer support
You will be logged into an inbound phone queue for the majority of your day, consulting and educating our current Yelp advertisers
You will show clients the value of Yelp by highlighting their investment returns through ad performance metrics
- You will use strong listening and conflict resolution skills to handle escalated clients
You will 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
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
What it takes to succeed:
- You have a Bachelor's Degree or 3+ years of relevant client facing experience
- You are technically proficient with computers and information systems
- You have strong communication skills (verbal and written)
- You excel with problem solving and troubleshooting
- You have experience in account management, sales, advertising, or small business (preferred)
- 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
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
- The base salary is $50,000 + performance based incentives