Tasks in the role

• Supporting users by email, chats, and phone calls
• Escalate cases, chats, phone calls, tickets to the Second line according to the case distribution rules and agreements;
• Educate users on the tool, answering user questions;
• Provide feedback to developers and management;
• Suggest improvements to existing processes;
• Carry out individual work assignments of their direct supervisor;
• Maintain constant updating of processes, features, and industry knowledge;
• Adjust to team and company goals and metrics;
• Maintain internal communication with the rest of the Global Customer Support team and other departments/teams.

Who we are looking for

• Bachelor’s degree required, preferably in Business, Marketing, Communications, IT or other related fields
• 1 year of proven customer-facing experience – experience with a SaaS company is a plus
• Excellent or near-native written and verbal communication skills with the English language
• Excellent time management skills and ability to meet deadlines with little supervision
• Unless already informed, please ask recruiter to clarify working days and shift needed for the position

They say there are no perfect candidates, but that might well be you, if

• Familiarity with the digital marketing industry (web design, SEO, PPC, social media, content marketing, etc)
• Foundational knowledge of basic web coding languages (HTML, CSS, and Javascript)
• Experience with Salesforce, Intercom, and Ring Central for customer-facing communication
• Experience with Mac OS, Slack, and Google Suite (Drive, Docs, Sheets, Forms, etc) for internal-facing communication
• 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

You can get to know the team better at one of the interviews, but some brief information about future colleagues will be useful now. the

Customer Support Frontline Team works as the first contact for customers when they have questions about the platform. The team helps customers resolve the issues and address the issues to respective product teams.

We will try to create all the right conditions for you to work and rest comfortably

• Work format Choice: It’s up to you to decide what work format works best for you. You can #wfo, #wfh, or mix both
• Low cost medical, dental, and vision plans
• Dependent Care Savings Accounts and Flexible Spending Accounts
• Employee Assistance Program
• 401(k) plan with flexible ways to save and fully vested employer match up to 4%
• Unlimited PTO
• Paid parental leave
• Short-term and Long-term Disability
• Accidental death and dismemberment (AD&D) insurance, Life Insurance
• Travel Insurance
• Corporate Events
• Snacks, coffee, tea

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.