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Strategic Restaurant Success Manager, Yelp Restaurants (Mandarin Language)

Yelp, Los Angeles, CA

Connecting people with great local businesses


About our team

Love to dine out? Love to plan two weeks out or 20 min. until go time? Yelp Reservations and Yelp Waitlist’s mission is to connect billions of diners with millions of restaurants worldwide. 

Summary

Restaurant Success Managers are committed to providing exceptional customer service with the goal of retaining and growing our client base - but, above all else, provide stellar customer service. As a Strategic Restaurant Success Manager you will be responsible for on boarding our customers, addressing their specific needs and helping them make the most of our software. You’ll efficiently manage and respond to a variety of questions and issues that may require troubleshooting, researching or collaborating with the team while you listen and reassure our clients. 

What You'll Do:

  • Welcome new customers and help them make a seamless transition to our product
  • Work with different levels of stakeholders -- Owners, GMs, Hosts, Webmasters
  • Help owners with social media posts and copy to escalate diner awareness and cover count
  • Consult with customers to quickly diagnose and resolve their software or configuration questions
  • Gather, synthesize and prioritize customer feedback to share with the product team
  • Work closely with the sales team and provide pre-sales technical help
  • Track customer satisfaction on a regular basis
  • Occasionally work a flex-schedule, being available when our best restaurants need us
  • Willing to travel to strategic markets as needed

What We're Looking For In You:

  • Strong analytical skills and ability to research, analyze issues with a sense of urgency
  • Excellent verbal and written communication skills
  • Detail oriented, organized and comfortable with multitasking
  • Familiarity with Salesforce or similar CRM system
  • Previous customer service experience

Must Haves:

  • Bachelor’s Degree
  • 2+ years of B2B restaurant experience
  • Excellent communication skills  - no fear of the phone
  • Ability to effectively prioritize tasks and manage time within a fast-paced environment
  • Fluency in Mandarin
  • Must be able to work legally in the US

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
  • Employee Stock Purchase Plan
  • 401(k) retirement savings plan with up to $3,000 matching per year

About Yelp

Yelp connects people with great local businesses. Our users have contributed approximately 127 million cumulative reviews of almost every type of local business, from restaurants, boutiques and salons to dentists, mechanics, plumbers and more. These reviews are written by people using Yelp to share their everyday local business experiences, giving voice to consumers and bringing “word of mouth” online.

Want to learn more about Yelp? Visit Yelp's website.