Customer Support Advocate

Summary

Join Hootsuite as a Bilingual Enterprise Customer Support Advocate! This remote-first position, open to Canadian applicants, requires fluency in French and English. You will provide expert support to high-value enterprise accounts, troubleshoot issues, report trends, and contribute to customer onboarding. Success in this role demands excellent communication, problem-solving skills, and a customer-first approach. You will collaborate with internal teams and strive to exceed targets. The position offers a competitive salary and the opportunity to work remotely.

Requirements

• Be fully fluent in French and English (verbal and written)
• Have some relevant experience in a product or customer technical support role
• Possess excellent interpersonal, verbal, and written communication skills
• Demonstrate the ability to multitask, attention to detail and time management
• Have a strong work ethic to handle multiple requests with exceptional follow-through
• Have a deep understanding of Hootsuite’s features, functionality and how to troubleshoot problems in our suite of products
• Possess excellent knowledge and passion for social environments [Facebook, Instagram, Twitter, LinkedIn, TikTok etc]
• Demonstrate resilience, tolerance for change/ambiguity, problem-solving skills, and priority-setting abilities
• Possess interpersonal savvy and the ability to relate openly and comfortably with diverse groups of people

Responsibilities

• Provide subject matter expertise, within an accelerated SLA to Hootsuite’s highest-valued customer accounts - Enterprise Standard, Premier, Strategic, including all 3rd party Partner Support programs [Digital Services Partner (DSP) and Independent Software Vendors (ISV)]
• Embrace a customer first mindset to address and resolve customer questions, issues, and concerns
• Efficiently troubleshoot reported issues or queries in detail to diagnose and differentiate between product and non-product issues in order to provide accurate, valid and complete information to our customers
• Help identify and report patterns, trends, or wide spread issues impacting Hootsuite products and services following all applicable Support escalation workflows
• Perform and complete customer account related work pertaining to the implementation, configuration, or onboarding of large Enterprise customers as required (varies by scale and complexity)
• Identify opportunities for cross/up-sell and connect clients with their CAM/CSM for discussion on the best overall solution for them to maximize the value of Hootsuite
• Communicate in an engaging, helpful and professional tone across all channels including email (tickets), chat and phones
• Collaborate closely with Customer & Expansion team colleagues to prioritize the customer experience and streamline resolution of any client concerns
• Maintain a focus on excellence by meeting or exceeding monthly/quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/ATHT), Customer First Proactive Outbound Calls, Adherence and Occupancy
• Perform other related duties as assigned

Preferred Qualifications

• Knowledge of ticketing platforms i.e. ZenDesk and Jira
• Experience in a multi-channel environment (Phone/Chat/Email)

Benefits

• Remote-first position
• $44,600 — $62,400 CAD