Customer Success Specialist (English)

Overview

YPO is a member organization for over 38,000 CEOs and leaders worldwide. Our purpose is to create a better world by developing better leaders. YPO offers platforms, programs and opportunities for lifelong learning and personal development.

We are hiring for Member Guidance Specialists (internal title), part of our global concierge team. The team provides high-touch, timely service 24 / 7 with a hospitality mindset (it’s a privilege to serve).

The Member Guidance Specialist acts as a service advocate, actively listening to member needs, providing timely solutions and facilitating meaningful connections across the YPO suite of products and services. Fluency in English (verbal & written) is required; fluency in Mandarin is highly preferred.

YPO is remote-first. This role is work-from-home but may require occasional travel for team meetings (2-3 times per year max). The schedule for this shift requires weekend work (Saturday and Sunday) and 3 weekdays with 2 weekdays off. The shift starts at 9 or 10 am Malaysia time, 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 (not an employer in Malaysia). The initial contract runs through Sept 2026 with the possibility of renewal.

Position purpose

The Member Guidance Specialist plays a critical role on the global Concierge Team by delivering high-touch, timely service 24 / 7 with a hospitality mindset. The Specialist serves as a dedicated service advocate, focused on delivering quality member interactions by actively listening, providing timely and effective solutions, and facilitating meaningful connections across YPO products and services.

Primary Responsibilities

• Serve as a focused subject matter expert (SME) for designated portfolio(s) to provide solutions and make appropriate connections.
• Support portfolios including member onboarding, renewals, and event support.
• Communicate professionally with members via inbound channels, and anticipate additional needs and connections.
• Use data and insights to anticipate and address future opportunities, problems, needs or changes for members and associates.
• Manage cases to ensure timely and accurate solutions according to service level agreements. Capture notes in CRM.
• Identify opportunities for process improvement and simplification.
• Build relationships within the team and with associates across the organization through scheduled calls and 1 : 1 connections.
• Participate in department and organization calls to stay up to date on activities.
• After onboarding for general Concierge role and assigned responsibilities, continue learning as the scope expands.
• Stay current on Knowledge Base articles to understand information about YPO products and services.
• Share best practices and learnings across the team.
• Track trends to inform recommendations for YPO products and services.
• Continuously learn and master technology to maximize effectiveness, including Salesforce (Service Cloud, Service Voice, Marketing Cloud, Knowledge Base), Connect, Cvent, Smartsheet, Microsoft Office, WhatsApp and Zoom.

Skills

Experience / Background

Education / Training / Certification

Physical Requirements

Seniority level

Employment type

Job function

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