SEMrush is a leading digital marketing toolkit for SEO, PPC, and content marketing professionals worldwide. SEMrush is seeking a Customer support team lead.
Responsibilities:
Coach and mentor the team on their day to day duties;
Define and review personal goals for each team member including career path and growth;
Act as point of escalation for the RU Customer Support team and customers;
Drive productivity and performance to overachieve RU Customer Support goals;
Review cases and provide appropriate feedback to support specialists;
Drive changes that improve support-related process;
Collaborate with other teams both domestic and international to implement new processes, training for the team or solve issues;
Maintain the healthy and friendly atmosphere in the team.
What expecting from you:
Prior experience in a lead role in customer support is a plus;
Experience with geographically remote teams is a distinct advantage;
Customer Service (or Technical Support) experience in IT is a must;
Excellent English (Advanced).
Offer:
Career in rapidly growing IT;
Official employment according to the Labor Code of the Russian Federation;
Flexible working day start (between 9.00 and 12.00 am) with 5 working days (Monday-Friday);
Comfortable and cozy office near Moskovskiye Vorota subway station;
Friendly employees;
Corporate education (training, seminars, conferences);
Fitness compensation;
Medical insurance.
