Customer Support Trainer (Global Customer Support Team)

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!