Yelp’s User Operations department is looking for a self-motivated, positive, and detail-oriented individual to join our team as a Support Associate. This is a full-time remote role based in the United States.
Support Associates provide email-based support to Yelp’s community of users and business owners, in addition to working cross-functionally to support our internal teams. This role also includes the opportunity for additional specialization within our legal, community or transaction support functions.
The Support group receives a myriad of inquiries ranging from account access help, assisting with claiming business pages, processing transaction refunds, bug/usability vetting and everything in between. Each and every case is different and presents a unique opportunity to be a problem solver. No matter the case type or concern, we’re advocates for our user community and ready to research and effectively resolve all Yelp community issues at hand. As Yelp relies on our awesome community of users and business owners to thrive and succeed, our #1 goal is to ensure that our user experience is top-rated.
We are the experts on the Yelp product and how it works. Our goal is to always thoroughly resolve or triage issues in a timely manner and in a helpful and friendly way. Most of our cases come from our Support Center (https://www.yelp-support.com) but we also provide support through other channels such as social media and our app stores. Much of our work is self-directed, so you’ll need to be an effective manager of your own time to meet your weekly target of case resolutions. You should be open to constructive feedback and ready to work as a team.
Where You Come In
You will provide email-based support to Yelp’s customer baseYou will resolve all types of cases and inquiries with high attention to detail while meeting quality and quota targetsYou will provide feedback to managers on possible improvements of processesYou will craft messaging that is tailored to the end user/audience for internal and external communication
What It Takes to Succeed
You hold a BA/BS degreeYou have at least 1 year of work experience or other related experienceYou are comfortable with (or open to) a quota-driven environmentYou have a positive, team-oriented attitude even when focusing on your own workYou have a diplomatic and clear communication styleYou have a strong attention to detail and a commitment to providing a quality user experienceYou are enthusiastic about Yelp’s mission and have a basic knowledge of Yelp You have solid computer skills
What You’ll Get
Effective your first day: Full medical, vision, and dental (100% paid employee only coverage)15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 7 paid wellness days, 12 paid holidays, plus one floating holidayUp to 14 weeks of parental leaveMonthly wellness reimbursementHealth Savings, Flexible Spending and Dependent Care accounts401(k) retirement savings plan with employer matchEmployee stock purchase planCompensation is $40,000 annually. You may also be offered a bonus and benefits.
Vaccination against COVID-19 is not required for this role. We nonetheless encourage all employees to get vaccinated. Employees who are not vaccinated may not visit Yelp’s offices or participate in any in-person work activities, and are not eligible to transfer or be promoted to a role that requires vaccination.
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