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Customer Support Associate
Yelp
Phoenix, AZ, United States
Job Details - this job has expired, please see similar jobs below
Summary
Do you love local businesses and want to help them grow? The Yelp Customer Success team is seeking a dedicated and driven Customer Success Manager 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.
The position is full time, 40 hours per week. All candidates must have open availability to work weekdays between 4AM-9PM PST and/or weekends between 6AM-6PM PST. Due to fluctuation in customer needs, Yelp may adjust schedules in the future with appropriate notice.
Responsibilities:
• Prioritizes customer demands and needs across email & phone
• 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
• 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
• Achieve and consistently exceed monthly goals; including but not limited to average actions per day, dials, cases worked, talk time and clients retainedRepresent Yelp and embody its core values.
Competencies:
• Adaptive Capacity: Responds positively to change by embracing and using new practices; adjusts behaviors or methods when necessary to achieve objectives.
• Self-Starter/Initiator: Initiates action in order to accomplish goals or develop self without explicit instructions. Proactive in seeking out new responsibilities and activities without explicit instructions. Initiates prompt action in order to accomplish goals or objectives.
• Coachable: Able and willing to learn and change; sees any situation as a learning opportunity. Receptive to and seeks out feedback.
• Data and Metrics Capable: Uses data to continuously improve success and performance. Understands the use of data and KPI’s to set and track goals.
• Quality/Accuracy: Displays attention to detail in order to deliver high quality and accurate work. Checks work to ensure accuracy and completeness.
• Critical Thinker/Problem-Solver : Demonstrates the ability to analyze, synthesize, and apply information in order to solve problems. Weighs the strengths and weaknesses of options in order to recommend the best solution.
• Accountable: Takes responsibility for all actions; follows through on commitments.
• Communicator: Ability to effectively communicate and engage others through verbal and written communication. Able to clearly express ideas and directions both verbally and through writing. Can influence and engage others.
Qualifications:
• Must be available to work weekends and holidays between the hours of 6AM-6PM PST.
• Must be available to commit to a 4 week training program between the hours of 8AM-5PM MST.
• Must have reliable transportation.
• High School diploma/GED required.
• Bachelor's Degree or 3+ years of relevant client facing experience.
• Computer proficiency in Gsuite products and helpdesk software (Salesforce experience is a plus)
• Experience in account management, sales, advertising, or small business is a plus.
• You have a love for local businesses and understand their importance in local economies.
• Excellent time management and organizational skills with the ability to track and complete numerous details.
• Solid ability to handle challenging conversations with business owners in a professional, solutions-oriented manner.
• You are a people person - you are approachable and are genuinely curious.
• You are able to strike a balance between consulting and supporting as needed.
• Strong empathy and active listening skills.
• You have a growth mindset. You’re willing to receive and implement feedback.
• You embrace a fast paced and always-changing environment.
Compensation/Benefits
• Effective your first day: Full medical, vision, and dental (100% paid employee-only coverage)
• 15 days PTO and 11 paid holidays (per year)
• 6 weeks paid parental leave plus up to 6 weeks paid pregnancy disability leave
• Monthly wellness subsidy
• Access to fully stocked Yelp kitchens
• Flexible spending account
• 401(k) retirement savings plan with up to $1,000 matching per year
• Employee stock purchase plan
Think you have what it takes to be a Customer Success Manager at Yelp? Send us your cover letter and resume today. Don’t forget to keep it useful, funny, and cool!