Semrush is a brand visibility platform, empowering marketers to command their online presence and create measurable impact. We unify SEO authority and AI visibility, so brands are found, cited, and chosen everywhere search happens. That’s how Semrush gained the trust of over 28 million users—from scaling startups to Fortune 500 companies.
Here, you own the way you work, but we move as one unbeatable team.
We don’t just lead the market, we’re busy creating the world where Semrush is an unfair advantage for every marketer.
We move fast in ways to help you grow. Here, you have room to experiment, keep what works, and learn quickly from what doesn’t.
Ready to share our ambition and make an impact? Then, this role may be for you.
About the role
The Customer Quality Management (CQM) team ensures the quality, consistency, and effectiveness of Customer Support interactions through evaluation, analysis, and training. In this role, you will be working remotely.
The Customer Support Trainer is responsible for developing, implementing, and maintaining comprehensive training and onboarding programs for customer support teams. This role focuses on equipping support representatives with the knowledge, skills, and tools necessary to deliver exceptional customer service while maintaining high performance standards and company values. This role reports to the Customer Quality Manager.
Responsibilities:
Deliver onboarding, refresher, and continuous learning training sessions for Customer Support teams
Design, review, update, and optimize training materials, curricula, and enablement resources based on business and process changes
Monitor trainee and team performance through skills assessments, training metrics, and progress evaluations
Provide coaching, constructive feedback, and development support to improve individual and team performance
Collaborate with Team Leaders, QA, Operations, and cross-functional stakeholders to identify training needs and align learning initiatives
Analyze training effectiveness, customer support quality trends, and performance data to recommend improvements
Plan, coordinate, and schedule training programs, workshops, and learning activities
Prepare and present training reports, insights, and recommendations to management and leadership
Support continuous improvement initiatives by identifying knowledge gaps, process inefficiencies, and learning opportunities
Act as a point of contact for training-related questions, support requests, and employee enablement 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:
Proven experience in Customer Support, Customer Success, Training, or Enablement roles
Strong ability to deliver engaging onboarding, refresher, and coaching sessions for support teams
Excellent communication, presentation, and mentoring skills
Working hours: Ability to work from 2 PM to 10 PM CET, Monday to Friday
Experience creating, updating, and maintaining training materials and learning resources
Ability to identify knowledge gaps and support employee development through structured coaching and feedback
Comfortable collaborating with Team Leaders, QA, Operations, and cross-functional stakeholders
Strong organizational and time-management skills with the ability to manage multiple training initiatives simultaneously
High level of ownership, accountability, and attention to detail
Ability to handle fast-paced environments and adapt training content to evolving business needs
Experience providing constructive, growth-oriented feedback in a professional and supportive manner
Strong problem-solving and decision-making skills
Passion for continuous learning, employee development, and knowledge sharing
Familiarity with customer support workflows, service standards, and support enablement best practices
Strong data literacy with experience using reporting and visualization tools (Google Workspace, Loom, Canva, Synthesia, Confluence or similar)
Nice to Have
Experience working in SaaS, tech, or other fast-paced customer support environments
Familiarity with QA and coaching platforms (such as Playvox)
Experience using Learning Management Systems (LMS) and enablement platforms
Experience creating video-based or self-service learning content using tools (such as Loom, Synthesia, Canva, or similar AI-powered platforms)
Previous experience supporting remote or globally distributed teams
Understanding of customer support KPIs, escalation handling, and operational workflows
Experience facilitating workshops, calibration sessions, or continuous improvement initiatives
About the perks
Unlimited PTO
Hobby & team building budget allowance
Employee Support Program
Loss of family member financial aid
Employee Resource Groups
A little more about us
Semrush is the leading brand visibility platform, empowering marketers to command their online presence and create measurable impact.
Built on the industry’s most expansive proprietary dataset, Semrush delivers AI-driven insights across GEO, SEO, Agentic Search Optimization, content marketing, paid media, and social strategy. The company was founded in 2008 and is headquartered in Boston, MA with a global presence across North America, Europe and Asia.
We’ve built something people are proud to be part of. And the awards agree: Great Place to Work, DEI Workplace, Diversity Champion Award, International Inclusion Award, Most Women Friendly Employers, Best Place for Working Parents. All thanks to 1700+ employees who build the company every day.
About 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.
Ready to be a part of this mission? Join us!