Meet Shea, a Customer Success Specialist on our Multi-Location Customer Success team who just celebrated her third Yelpiversary! In this blog, Shea shares about her journey at Yelp, what a typical day looks like working in customer success, how she maintains productivity while working from home, and more.
Tell us about your journey at Yelp
I started as a Local Customer Success rep in October 2019. In this role, I helped local business owners update their Yelp pages and discussed billing with them. In January 2021, I moved to a team that was focused on customer retention where we illustrated to business owners how Yelp can benefit their business. In May 2021, I moved to another team that helped high-spend clients and also worked through the Payment Inquiry Forms discussing billing charges to business owners. Then in April 2022, I was able to move to Partner in our Multi-Location segment and work with agencies and sellers to create a great Yelp experience!
What does a typical day look like in your role?
A typical day in my role is working with my sellers and answering questions about campaigns. This can include responding to ad fulfillment questions and ensuring we are making the right recommendations to clients to illustrate how they can be successful using our platform. I also will spend time helping them update their Yelp page or creating new pages.
What is your favorite part of your role?
Saying I have one favorite part is difficult. I think I would have to split it between two things which would be my team and that I am challenged every day. Since I’ve been in my role for about 6 months, I had to rely on my team a lot when it came to situations I would run into, and they have been so supportive throughout my journey in this role. I always feel like I can go to them for any help that I need. It’s also crazy that I feel like I am being challenged every single day. There is always a situation I run into that forces me to think outside of the box and come up with creative solutions for our clients to help them fulfill their goals.
What is your #1 tip for being productive while working from home?
Take breaks throughout the day. When I first started working from home, I found it so easy to just sit in front of my computer and stay dialed into the task that I was working on, but by the end of the day, I felt myself slowing down. Now that I learned to set time aside to take a break and go outside, or just play fetch with my dog, I feel energized throughout the day and ready to take on any task that comes my way!
Tell us about a time that you’ve helped a Yelp customer achieve their goals or solve a tough problem
One time I worked with an auto tinting business, and they wanted to start running Yelp ads but weren’t sure where to start. I walked them through the process and made recommendations such as adding photos, getting our page upgrades, and turning on “Request a Quote.” We scheduled a follow-up call for a month later, and when I talked to the business owner they were so happy with the recommendations and felt like Yelp was bringing them business. By making the right changes to their Yelp page, their monthly page views significantly increased!
How does Yelp support your work-life balance?
Yelp supports my work-life balance by always understanding if I need to take a wellness day, whether it’s for mental health or if I am feeling under the weather. I feel like Yelp puts its employees first and wants to make sure that we are feeling at our best when clocking in each day. It’s also nice that management is very understanding and willing to work with us if we need to flex our time for an appointment.
How does your manager or Yelp’s leadership let you know that your work is valued?
Yelp’s leadership lets me know that my work is valued by always providing valuable feedback. It’s nice that they are always proactive about providing encouragement and compliments. If they notice that I worked through a tough case/scenario, they are always letting me know that I was providing the right solutions/recommendations to help the client.
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