Customer Operations Specialist

Semrush seeks a CS Ops Specialist to support and evolve customer support and success operations through process analysis, workflow creation, and operational improvements. The role emphasizes maintaining reliable processes while scaling them through automation and thoughtful design.

Key Responsibilities

• Identify recurring operational problems, analyze root causes, and recommend systemic solutions

• Maintain support workflows by investigating routing, assignment, and configuration issues

• Design, improve, and document department processes with stakeholders and IT teams

• Own small to mid-sized operational initiatives from requirements through rollout

• Implement workflow automation to reduce manual work and enhance reliability

• Generate operational insights and targeted reporting for leadership decisions

• Explore and implement AI-assisted workflows for improved efficiency

Requirements

• 1+ years in Support Ops, Customer Success Ops, or similar operational role (SaaS experience preferred)

• Advanced CRM proficiency, particularly Salesforce or comparable platforms

• Experience with AI-powered customer service tools like Intercom

• Project ownership or coordination background

• Strategic and structured thinking approach

• Genuine interest in automation and AI with hands-on experimentation experience

• Ability to balance operational support with process improvement initiatives

• Strong cross-functional communication skills

• Excellent problem-solving and attention to detail

Benefits

Flexible hours, unlimited PTO, hobby benefits, employee support programs, meals and snacks at office, corporate events, teambuilding, and training opportunities.