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.

• 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.

• 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

• Unlimited PTO

• Low cost medical, dental, and vision plans

• Life insurance

• Accidental death and dismemberment (AD&D) insurance

• Dependent Care Savings Accounts and Flexible Spending Accounts

• Health Saving Account

• Short-term and long-term Disability

• Employee Assistance Program

• Employee Resource Groups

• 401(k) plan

• Paid parental leave

• Relief Fund

• Travel coverage

• Corporate events

• Teambuilding

• Snacks, drinks at the office

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.

10,000,000+ users in America, Europe, Asia, and Australia have already tried Semrush, and over 1,700 people around the world are working on its development. The Semrush team is constantly growing.

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!