Senior Director, Global Customer Support; Customer Success & Support Division

Senior Director, Global Customer Support (Customer Success & Support Division)

United Kingdom

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 Senior Director, Global Customer Support (Customer Success & Support Division).

The Senior Director of Global Customer Support is accountable for leading the end-to-end customer support organization, ensuring exceptional service delivery across all customer segments while driving operational efficiency, scalability, and customer satisfaction. This leader will manage support volume, team performance, and key operational metrics, partnering cross-functionally with Product, Marketing, Sales, and Customer Success to create a seamless customer experience and operational excellence.

• Lead global support teams to deliver best-in-class service aligned with SLAs, time-to-resolution, and customer satisfaction metrics (CSAT, NPS).

• Manage volume, capacity, and forecasted demand across customer segments to ensure staffing and resourcing alignmentigans.

• Oversee escalation management processes, ensuring timely and effective resolution of complex customer issues.

• Own policies for refunds, goodwill gestures, and service recovery, balancing customer outcomes with financial prudence.

• Drive continuous improvement initiatives to enhance response times deficiência, productivity, and customer self-service adoption.

• Lead automation, AI, and workflow optimization initiatives in partnership with IT and Systems teams.

• Define and report on key operational metrics (volume trends, handle times, backlog, cost-to-serve) to identify performance opportunities.

• Ensure governance, compliance, and consistent service delivery across all regions and teams.

• Develop annual and quarterly operating plans that align resources to business priorities and volume forecasts.

• Partner with Finance to ensure expense discipline, accurate forecasting, and ROI on support investments.

• Own and present monthly and quarterly business reviews (M /Q ), highlighting performance, insights, and strategic initiatives.

• Partner with Product to influence roadmap priorities based on customer insights and support trends.

• Collaborate with Marketing and Sales to ensure consistent messaging, escalation handling, and retention strategies.

• Work with Customer Success to close the loop on customer feedback and ensure seamless transitions across the customer lifecycle.

• Build strong relationships with IT to deliver systems stability, data integrity, and scalable automation solutions.

• Build and mentor a high-performing leadership team across regions and customer segments.

• Foster a culture of accountability, transparency, and customer advocacy.

• Ensure succession planning, talent development, and career progressiontractions for key support and operations roles.

• Strategic Agility:
  Anticipates future trends, aligns support strategy to business growth, and scales efficiently.

• Financial & Analytical Acumen:
  Strong command of P&L management, forecasting, and data-driven decision-making.

• Operational Rigor:
  Expert in workforce planning, process optimization, and performance management.

• Cross-Functional Influence:
  Builds trusted partnerships with Product, Sales, Marketing, and IT to drive aligned outcomes.

• Customer Advocacy:
  Balances customer satisfaction with sustainable business practices.

• Change Leadership:
  Effectively leads teams through transformation, automation, and process modernization.

• Executive Communication:
  Skilled at distilling complex data into insights for executive stakeholders.

• Flexible working hours

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** unlimited PTO

• Flexi Benefit for your hobby

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  Employee Support Program

• Loss of family member financial aid

• Employee Resource Groups

• Meals, snacks, and drinks at the office

• Corporate events

• Team building

• Training, courses, conferences