Customer Support Team Lead

hace 7 días

Barcelona, España Importante Empresa A tiempo completo

.Hi there We are Semrush, a global IT company developing our own product - a platform for digital marketers. And this is our Customer Support Team Lead role for those who can find a common language with anyone in the world.Tasks in the role: Lead, coordinate, motivate, mentor, and establish the feedback loop for the team.Set goals and expectations for each team member and monitor their performance.Act as point of escalation for the Customer Success team and customers.Drive productivity and performance to overachieve Customer Support goals.Review cases and provide appropriate feedback to support specialists.Drive changes that improve CS-related processes.Collaborate with other teams to implement new processes, training for the team, or solve issues.Maintain a healthy and friendly atmosphere in the team.Initiate processes involving pivoting customer feedback toward product development and improvement.Actively coordinate Customer Success team flows with Product and Marketing updates.Focus on proactive rather than reactive approach.Create the CS part of improving and developing the product so that users' voices are loud and clear.Ensure that changes on the product and marketing sides are always intertwined in CS processes.Who we are looking for: Prior experience in a lead role in customer support.Experience with geographically remote teams is a distinct advantage.Customer Service (or Technical Support) experience in IT is a must; experience with SaaS products will be an advantage.Excellent English (Advanced).A bit about the team: We are looking for a Customer Success Team Lead for one of Semrush's Units—Local Unit. We are rapidly growing in the local SEO sphere and we have achieved impressive results developing the toolkit for local businesses. We are going to grow even faster, so it's a unique opportunity to join the team and grow the business together within a stable and growing public company. If you would like to lead a team of customer support specialists and also take part in process establishment, we'd love to speak with you Currently, we have a team of two Customer Success specialists and would like to grow over the next year. We expect our team to become customer success-oriented in the near future.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.Annual paid vacation (22 working or 30 calendar days).Training, courses, conferences.English and Spanish courses.Gifts for employees

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