Customer Support Specialist (Local Unit)
Hi there!
We are Semrush, a global IT company developing our own product – a platform for digital marketers. New stars are born here, so don’t miss your chance.
This is our role Customer Success Specialist for those who can find a common language with anyone in the world.
Tasks in the role
Support our users by email addressing questions regarding the tool’s functionality, helping them find solutions based on the needs mentioned.
Occasionally conduct training online.
Provide the development team with user feedback and assist with feedback processing.
Regularly communicate with external providers.
Participate in internal projects on process improvements.
Who we are looking for
- Experience in Customer Support.
- Excellent written and verbal communication skills in fluent English (at least C1).
- Ability to learn quickly.
- Technically savvy and flexible.
- Self-motivated with ability to meet deadlines and work independently.
- Good problem-solving skills.
They say there are no perfect candidates, but that might well be you, if
You share our common values: Trust, because we prefer to speak up and be our true selves; Sense of Ownership, because it’s not worth wasting time on something you don’t believe in; and enthusiasm for Constant Changes, because we are always looking to make things better
A bit about the team
The Local Unit of Semrush is dedicated to helping businesses and agencies achieve growth by gaining and retaining loyal customers with less effort. We provide businesses with the tools and data that they need to put themselves in front of prospective local customers in search of their product or services. Through a wide range of solutions for Local Marketing, such as listing management, GBP optimization, map rank tracking, and review management, we enable businesses worldwide to attract more clients to their doors and scale their business.
We will try to create all the right conditions for you to work and rest comfortably
- It’s up to you to decide what work format works best for you. You can #wfo, #wfh, or mix both.
- Flexible working day start.
- Health insurance coverage.
- Working from a modern coworking space (or working from home).
- Internet coverage (up to 30 eur/month).
- Corporate events.
- Unlimited PTO.
- Hobby benefit.
- Training, courses, conferences.
- English and Spanish courses.
- Gifts for employees.
Finally, a little more about our company
We’ve been developing our product for 15 years and have been awarded G2's Top 100 Software Products, Global and US Search Awards 2021, Great Place to Work Certification, Deloitte Technology Fast 500 and many more. In March 2021 Semrush went public and started trading on the NYSE with the SEMR ticker.
10,000,000+ users in America, Europe, Asia, and Australia have already tried Semrush, and over 1,000 people around the world are working on its development. The Semrush team is constantly growing.
Semrush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, age, ancestry, physical or mental disability, or medical condition including medical characteristics, genetic identity, marital status, military service, or any other classification protected by applicable local, state or federal laws. All employment decisions are based on business needs, job requirements, merit, and individual qualifications.
At Semrush, we take a serious and comprehensive approach to hiring new people. We welcome those who are professionals in their field and passionate about their work to join our team.
A “five-minute interview” or “get a job in three clicks” approach is not the way we work.
During the interview, we ask candidates to talk about themselves and their background in detail. We try to discover the most important aspects about the way someone works and their personality before a job offer is made.
Once the resume is received it will be reviewed by a member of the Talent Acquisition team. We try to provide feedback within three working days.
Flexible approach for an interview format
In order for the online meetings to be productive, we suggest following these tips to make sure you are set up well:
- Join the interview from a laptop or desktop computer (not a smartphone). You may need to print something or present your screen during the interview.
- Please turn on your camera. Visual communication is especially important for us.
- Choose a quiet place to talk. Attending an interview from the street is not a good idea.
- Keep your phone at hand in case there are technical issues that mean we have to continue the interview by direct call.
Customer Success
The Customer Success (CS) team at Semrush is there to show the true value of our products to the customers. It is called “success” for a reason. We wanted to emphasize every team member’s objective: to ensure that our clients benefit the most from Semrush services and that the product helps them in achieving their targets.
Daily duties of these colleagues include responding to сlient questions (via email, phone, and online chat), conducting webinars, and product presentations. In addition, they collect feedback and share it with the teams. This way, we can make sure we release our platform updates promptly and efficiently.
The department consists of multiple teams. The CSM team works closer with our premium customers to deliver service with a personalized approach. The QA team makes sure that colleagues provide the right information at the right time to Semrush users. The CS Operations & Projects team is focused on innovation and making sure that our customers like the way we deliver our strategy. We take customer care seriously!
Our СS teams work globally and provide support in different time zones and in more than 8 different languages.