Meet Jose, a Customer Success Specialist on our Multi-Location Customer Success team! Today, Jose is sharing about his journey at Yelp over the last three years, including what a typical day looks like in Customer Success, his favorite parts of his role, and how he helps business owners overcome obstacles and conquer their goals.
What does a typical day look like in your role?
My day starts with handling any pending requests from our agency partner, which includes anything from listing updates to billing breakdowns. After this, I go through my book of business to ensure everything is running smoothly, and I also provide recommendations and value adds where I can. Throughout the day, I’m also handling various requests or issues that may come up from our partners.
What is your favorite part of your role?
I love the constant change each day in the partner support role. We assist our agencies with anything Yelp-related, so you’re always on your toes for what’s next!
What is your #1 tip for being productive while working from home?
The biggest tip that helped me stay productive is to create a list of all the items that need to be completed that day. I keep a whiteboard with my day laid out, and I continue to add to this as the day goes on. This helps me see what needs to be done and prioritize all my items by urgency. Instead of wondering what I should work on, I have it all planned out.
Tell us about a time that you’ve helped a Yelp customer achieve their goals or solve a tough problem
During my time on one of my previous teams, I answered an inbound call from a frustrated business owner who wanted a refund for an ad they ran on Yelp that they didn’t believe helped their business. I let them vent about their concerns and empathized with them, which helped de-escalate the situation and allowed me to offer a solution. I had no problem providing them with a refund, but I also used this opportunity to go over improvements their listing needed and some recommendations on improving their ad. I then offered an upfront credit for them to try another campaign with these tips and to see if this could help with their original goal of growing their business with ads. They agreed, and we set up a follow-up to check on the results. After calling them back about a month later, their views on the platform completely changed, and we went over how they saw clients come in from the new campaign. They were happy to say they were going to continue working with Yelp and possibly increase their budget in the future.
How does Yelp support your work-life balance?
Yelp does a great job supporting my work-life balance. My managers have always worked with me whenever something has come up where I needed to have some unexpected time away. All my teammates have also been awesome with offering to cover my workload during these times!
Jose recently celebrated his 3rd Yelpiversary on our team! You can start your own journey at Yelp today. Check out our job openings to learn more about all of the opportunities that we are currently offering.