Customer Support Team Lead

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.

**Finally, a little more about our company**:
Semrush is a leading online visibility management SaaS platform that enables businesses globally to run search engine optimization, pay-per-click, content, social media and competitive research campaigns and get measurable results from online marketing.
We've been developing our product for 13 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.

Our new colleague, we are waiting for you
- 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._