[Hiring] Customer Support Trainer @Semrush

Role Description

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

Qualifications

• 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
• 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)

Requirements

• Working hours: Ability to work from 2 PM to 10 PM CET, Monday to Friday

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

Benefits

• Unlimited PTO
• Hobby & team building budget allowance
• Employee Support Program
• Loss of family member financial aid
• Employee Resource Groups