Overview

The work

At Semrush — one of the world’s leading SEO and digital marketing platforms — I served as Customer Quality Manager, overseeing quality assurance for a global customer success team. My role sat at the intersection of SEO knowledge, team training, and operational excellence.

I was responsible for onboarding new team members, standardizing quality processes, and building the SEO education framework that helped the team better serve clients. The result was a 40% increase in CSAT scores and a team consistently performing above benchmark goals.

Toolkit

Tools used