Ahrefs
Customer Support and Success Specialist
Job Summary
This role involves assisting users through live chat and email by answering questions, explaining tools, troubleshooting issues, and providing feedback to improve the product. Candidates should have strong communication skills, technical understanding, and experience with SEO and digital marketing. The position emphasizes collaboration, patience, and the ability to manage time effectively. It is suited for someone who enjoys guiding users and contributing to a positive customer experience.
Required Skills
Job Description
Location: Remote - North American Time Zone
Shift Hours: 8AM to 5PM PCT (Pacific Time Zone) - Inclusive of weekend coverage (either a Saturday or a Sunday once a fortnight)
Ahrefs is a leading all-in-one marketing platform trusted by content creators, small businesses, and global brands. We help people grow their search traffic, research their competitors, and improve their websites.
The Role
We're looking for a Customer Success Specialist who enjoys helping people, communicates clearly and kindly, and can turn confusion into clarity.
Ahrefs is a powerful platform, and users sometimes need help understanding how to get the most out of it. That’s where you come in.
This role is more than support. You’ll be a guide, a problem-solver, and advocate for the user experience. Your work will directly impact how people experience and succeed with our product.
What You’ll Be Doing
- Answering customer questions via live chat and email
- Helping users understand and use Ahrefs’ tools effectively
- Troubleshooting bugs and product issues
- Reporting issues to our engineering team and following up to ensure resolution
- Sharing customer feedback with the product and marketing teams
- Contributing to improvements in our Help Center and support documentation
What We’re Looking For
- Excellent written English
- Strong ability to explain technical concepts in a simple, friendly way
- Fast typing and the ability to think on your feet
- Solid knowledge of SEO and digital marketing, including hands-on experience with Ahrefs
- Patience, empathy, and a problem-solving mindset
- A collaborative and reliable team player
- Strong self-discipline and time management skills
Nice to Have
- Experience supporting SaaS products
- Familiarity with tools like Intercom and Slack
Bonus
Want to get a feel for how we think? Explore the Ahrefs Blog or YouTube channel. We encourage all team members to stay curious — whether it’s about SEO, UX, or the future of search.
Ahrefs does not engage with agencies or third party recruitment solutions for the roles we hire for. If at any point we need help, we'll let you know!
Ahrefs
Unlock data to make effective decisions across digital marketing. SEO, content marketing, PPC, digital PR, and more.
See more jobsSafe Remote Job Search Tips
Verify Employer Thoroughly
Research the company's identity thoroughly before applying. Check for a professional website with contacts, active social media, and LinkedIn profiles. Verify details across platforms and look for reviews on Glassdoor or Trustpilot to confirm legitimacy.
Never Pay to Get a Job
Legitimate employers never require payment for applications, training, background checks, or equipment. Always reject upfront payment requests or demands for bank details, even if they claim it's for purchasing necessary work gear on your behalf.
Safeguard Your Personal Information
Protect sensitive data like SSN, bank details, or ID copies. Share this only after accepting a formal, written job offer. Ensure it's submitted via a secure company system or portal, never through insecure channels like standard email attachments.
Scrutinize Communication & Interviews
Watch for communication red flags: poor grammar, generic emails (@gmail), vague details, or undue pressure. Be highly suspicious of interviews held only via text or chat apps; legitimate companies typically use video or phone calls.
Beware of Unrealistic Offers
If an offer's salary or benefits seem unrealistically high for the work involved, be cautious. Research standard pay for similar roles. Offers that appear 'too good to be true' are often scams designed to lure you into providing information or payment.
Insist on a Formal Contract
Always secure and review a formal, written job offer or employment contract before starting work or sharing final personal details. Ensure it clearly defines your role, compensation, key terms, and conditions to avoid misunderstandings or scams.