Member Guidance Specialist (English & Mandarin Speaking)

Member Guidance Specialist (English & Mandarin Speaking)

FACILITATOR | ADVOCATE | PROBLEM SOLVER | COMMUNICATOR | OPTIMIZER | PARTNER

YPO is a member organization for over 38,000 CEO's and leaders all over the world. Our purpose is to create a better world by creating better leaders. YPO provides a variety of platforms, programs and opportunities for life‑long learning and personal development.

YPO is searching for candidates to become Member Guidance Specialists (internal title), which is part of our global concierge team. The team provides high touch, timely service, 24 / 7, with a hospitality mindset (i.e. it’s a privilege to serve).

Our Member Guidance Specialist is a service advocate, actively listening to member needs, providing timely solutions and facilitating valuable member connections across the YPO suite of products and services.

Experiences that could be a fit for this role are - customer service, hospitality, concierge, virtual assistant, account management, customer success, member advocate, etc. Fluency in English required (verbal & written). Fluency in Mandarin, highly preferred.

YPO is a remote‑first organization. This role is work‑from‑home but may require occasional trips for team meetings (2‑3 times per year max). The schedule for this shift is working both Saturday and Sunday and 3 weekdays, w / 2 weekdays off. The shift starts at either 9 or 10 am Malaysia, is 9 hours with a 1 hour lunch break. (training schedule may vary) Candidates MUST be able to work weekends.

This is an international consultant contract as we are not an employer in Malaysia. The initial contract is through Sept 2026 with the possibility of repeated renewal.

POSITION PURPOSE

Our Member Guidance Specialist plays a critical role on the global Concierge Team in providing high touch, timely service 24 / 7 with a hospitality mindset for our members. The Specialist serves as a dedicated service advocate, focused on delivering quality member interactions by actively listening to member needs, providing timely and effective solutions, and facilitating meaningful connections across the YPO suite of products and services. Our Member Guidance Specialist lives the mission of being a global expert for all things YPO.

PRIMARY RESPONSIBILITIES

• Serve as a focused subject matter expert (SME) for designated portfolio(s) in providing solutions and making appropriate connections.
• Portfolios include but are not limited to member onboarding, renewals, and event support.
• Communicate professionally and effectively with members via inbound channels, also anticipating additional needs and connections.
• Utilize data and insights to anticipate and proactively address future opportunities, problems, needs, or changes for members and associates.
• Manage cases to ensure timely and accurate solutions according to established service level agreements. Capture effective and accurate notes in CRM.
• Actively seek opportunities for process improvement and simplification.
• Build relationships within the team and with associates across the organization through scheduled calls and 1 : 1 digital connection.
• Actively participate in department and organization calls and connection activities to stay up to date on what is happening in the department and across the organization.
• After the completion of onboarding for general Concierge role and all assigned responsibilities, continue learning as the body of work expands.
• Review and stay up to date on the newest Knowledge Base articles to ensure understanding of most current information provided about YPO products and services as well as other information shared by subject matter experts around the organization.
• Utilize dedicated channels to share best practices and learnings across the team.
• Track trends to aggregate recommendations for YPO products and services.
• Continuously learn and master technology to maximize effectiveness and efficiency, including Salesforce (Service Cloud, Service Voice, Marketing Cloud, Cloud Coach, Knowledge Base), Connect, Cvent, Smartsheet, Microsoft Office, WhatsApp and Zoom.

SKILLS

EXPERIENCE / BACKGROUND

EDUCATION / TRAINING / CERTIFICATION

PHYSICAL REQUIREMENTS

Seniority level

Associate

Employment type

Contract

Job function

Customer Service, General Business, and Project Management

Industries

Non-profit Organizations

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