• Support users across multiple channels by handling inquiries via email, ticketing systems, chat — adjusting tone and depth to suit everyone from beginners to highly technical users.
• Manage and prioritize a dynamic queue of requests, ensuring fast response times, clear communication, and consistent follow-through on every interaction.
• Guide users through the product with hands-on, step-by-step assistance, empowering them to understand features, workflows, and best practices so they can succeed independently.
• Troubleshoot complex functional and technical issues, reproducing problems, pinpointing root causes, and documenting findings to support swift and accurate resolutions.
• Collaborate cross-functionally on escalated issues by working closely with developers, product managers, and other internal teams to deliver effective, scalable fixes.
• Create exceptional customer experiences through empathetic, solutions-oriented communication aimed at boosting satisfaction scores, reducing effort, and turning support moments into product-value moments.
• Identify patterns and friction points in customer inquiries, sharing actionable insights, feature requests, and recurring issues with product and UX teams to improve the overall user experience.
• Work toward key KPIs and SLAs, contributing to improvements in response times, resolution quality, and internal processes through calibration sessions and ongoing refinement.
• Contribute to a strong cross-functional culture by partnering with support, technical, product, and success teams while continuously developing your product knowledge and soft skills to stay ahead of evolving customer needs.

About you

Move together. Raise the bar. Learn fast—grow faster. That’s the default. And here’s what else is needed to succeed in this role:

• Excellent Communication Skills: Strong verbal and written communication in English to clearly and professionally assist customers and application developers across live chat, tickets, email, screen recording and video calls.
• Multitasking Ability: Capable of handling multiple conversations and tasks simultaneously without compromising quality or efficiency
• Working hours: Ability to work from 5:30 AM to 1:30 PM (IST), Sunday to Thursday
• Problem-Solving Skills: Quickly assess issues, identify solutions, and guide customers and development teams through resolutions with confidence
• Attention to Detail: Ensures accuracy when troubleshooting different issues across our tools and apps. Capable of analyzing each issue in depth, considering all relevant factors.
• Adaptability & Quick Learning: Comfortable navigating Semrush tools and apps, 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 like Salesforce, Understanding of ticket and live chat platforms like Intercom to assist customers in real time
• Industry knowledge: Familiarity with digital marketing-related concepts, such as SEO, Tech SEO, AI, LLMs, prompts, Content, Advertising, Social Media, API connections and requests, etc.
• Time Management: Effectively prioritizes tasks and manages workload in a fast-paced environment

Not required, but a plus

• Excel Proficiency: Ability to analyze billing data, track transactions, and manage reports efficiently
• Slack Communication: Comfortable using Slack for internal collaboration and team communication
• Basic Digital Marketing-related Knowledge: Understanding of general digital marketing concepts to assist users who develop their marketing strategies thanks to Semrush products.
• Experience in Customer Support or Technical Support: Prior experience in a similar role handling technical-related inquiries
• AI Tools & Prompting: Comfortable using large language models (LLMs), understanding and crafting effective prompts to troubleshoot customer issues, draft responses, and streamline day-to-day workflows.