Job Description

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 Head of Customer Operations (Customer Success and Support Division).

Tasks in the role

  • Develop and implement strategies to improve customer support efficiency, quality, and overall customer experience. 

  • Capacity Plans/Workforce Management for CSS: Develop, manage, and optimize capacity plans to ensure optimal staffing models that are efficient, lean and aligned with our Customer SLAs

  • Variable Comp Plans Management: Develop and manage all our variable compensation plans in partnership with Sales and legal teams. Determine a governance model and a clear yearly cadence to review variable compensation plans, maps proposals for improvements and oversees their implementation 

  • Process Optimization Champion: Develop a deep un...

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