Customer Care Specialist (Global Customer Support Team)

Hi there!

We are Semrush a global Tech company developing our own product – a platform for digital marketers.

Are you ready to be a part of it? This is your chance! We’re hiring for Customer Care Specialist (Global Customer Support Team).

Tasks in the role

• You will be responsible for assisting users with billing- and account-related inquiries across multiple communication channels including phone live chat and email while delivering accurate internal data for the business.

• The role will involve providing accurate and efficient support such as resolving payment issues processing refunds or credits assisting with account management queries - all while ensuring a seamless and timely customer experience.

• Work closely with multiple internal teams to handle user requests and internal inquiries to ensure customer retention and success while also contributing to targeted optimization projects.

• Consistently share feedback on internal processes the user interface and client input with the relevant teams and management to enable appropriate action.

• Adhere to internal policies and compliance standards.

• Maintain up-to-date knowledge of products pricing plans and internal procedures.

• Meet individual performance goals related to quality efficiency productivity and customer satisfaction.

• Contributing to a positive team environment through open communication feedback and collaboration.

Who we are looking for

• Excellent Communication Skills: Strong verbal and written communication to clearly and professionally assist customers across phone live chat and email

• Billing & Math Proficiency: Ability to understand invoices process payments and resolve billing discrepancies accurately

• Multitasking Ability: Capable of handling multiple conversations and tasks simultaneously without compromising quality or efficiency

• Problem-Solving Skills: Quickly assess issues identify solutions and guide customers through resolutions with confidence

• Attention to Detail: Ensures accuracy when processing refunds credits and billing adjustments to prevent errors

• Adaptability & Quick Learning: Comfortable navigating billing systems troubleshooting issues and adjusting to process updates

• Customer-Centric Mindset: Prioritizes customer needs demonstrates patience and maintains a positive attitude in all interactions

• Technical Proficiency: Familiarity with CRM systems payment processing tools and live chat software to provide seamless support

• Time Management: Effectively prioritizes tasks and manages workload in a fast-paced environment

During onboarding (~1 month) the working schedule will be from Monday to Friday 10 am to 6 pm GMT +7

After the onboarding period the working schedule will be from Tuesday to Friday 6 am to 2 pm GMT +7

#LI-Remote

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

• Flexible working hours

• Unlimited PTO

• Flexi Benefit for your hobby

• Employee Support Program

• Loss of family member financial aid

• Employee Resource Groups

• Meals snacks and drinks at the office

• Corporate events

• Teambuilding

• Training courses conferences

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 17 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.

10000000+ users in America Europe Asia and Australia have already tried Semrush and over 1700 people around the world are working on its development. The Semrush team is constantly growing.

Our Diversity Equity and Inclusion commitments

Semrush is an equal opportunity employer. Building a better future for marketers around the world unites people from all backgrounds. Even if you feel that you don’t 100% match all requirements don’t be discouraged to apply! We are committed to ensure that everyone feels a sense of belonging in the workplace. 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.

Our new colleague we are waiting for you!