Enterprise Customer Support Advocate, Hootsuite
Bilingual English/Japanese - Evenings
CA$44.6-62.4k
Social media management tool
Job no longer available
Social media management tool
1001+ employees
Job no longer available
CA$44.6-62.4k
1001+ employees
Company mission
To empower organizations to build trust and deepen relationships through the power of social.
Role
Who you are
- Entry-level experience in relevant work areas in a product or customer technical support role
- Be fully bilingual in both spoken and written English and Japanese at the professional level
- Excellent interpersonal, verbal, and written communication skills
- Ability to multitask, attention to detail and time management are essential
- Knowledge of ticketing platforms, i.e. ZenDesk or Jira, is a plus
- Experience in a multi-channel environment (Phone/Chat/Email)
- Deep understanding of Hootsuite’s features, functionality and how to troubleshoot problems in our suite of products
- Strong work ethic to handle multiple requests with exceptional follow-through
- Excellent knowledge and passion for social environments [Facebook, Instagram, Twitter, LinkedIn, TikTok etc]
- Resilience, Tolerance for Change/Ambiguity: Can effectively cope with change, finding ways to advance work and projects
- Problem Solving: Uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
- Priority Setting: Focuses time/energy on the most important issues/opportunities
- Clearly understand how to assess the importance of tasks and decisions
- Interpersonal Savvy: relates openly and comfortably with diverse groups of people
- Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community
- Curious. You are always learning and seeking ways to make things better
- Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity
- Humble. You lead with humility and empathy, respecting and learning from the perspectives of others
What the job involves
- We’re looking for a Bilingual Enterprise Customer Support Advocate, fluent in English and Japanese, to help us assist our enterprise customer accounts with prompt, friendly and accurate help through any medium or channel
- In this role, you’ll support the customer onboarding process and report trends and patterns related to Support escalation workflows
- You’ll communicate with our global Enterprise customers in an efficient, professional and engaging manner
- This is a hybrid role and is open to applicants located within commuting distance of our Vancouver, BC office
- In this role, you will report to the Senior Manager, Customer Support & Workforce Management
- This is a permanent, full-time evening shift
- The successful candidate will commit to 4-6 weeks of onboarding, scheduled Monday to Friday from 8am to 4pm or 9am to 5pm PST, for training
- Once the training is complete, you will transition into a permanent, full-time evening shift, approximately from 3pm to 11pm PST (to be confirmed) to align with our APAC region working hours
- 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 widespread 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 the 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
Our take
Hootsuite is a leading social media management platform that’s been around since the early days of this now-ballooning online sector. With over 25 million customers, and used by staff at over four fifths of the Fortune 1000, this giant is hugely competitive in the space.
Thought Hootsuite's plans for an IPO didn't survive the tough economic conditions of 2022, it managed to rework its priorities to get back on course. For example, its acquisitions of Sparkcentral and Talkwalker allowed the company to expand into customer service and integrate AI, respectively.
Hootsuite's offering nowadays supplies businesses with a social media performance engine to turn insights into action, all fuelled by artificial intelligence. Unfortunately, the company once again laid off staff during 2025, stating an investment in its future where decisions are made faster and ownership is clear.
Steph
Company Specialist at Welcome to the Jungle
Insights
-26% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2014
$60m
SERIES D
Aug 2013
$165m
SERIES B
Total funding: $246.9m
Company benefits
- 100% coverage on mental health-related treatments in North America. Culturally appropriate trauma counselling services
- A company-wide Wellness Week between July 5 to 12 where we can all “unplug” together
- Accidental death and dismemberment (AD&D) Insurance
- Dental Insurance
- Disability Insurance
- Employee Assistance Program
- Gym / Wellness Reimbursement ($55 per month)
- Gym Discount
- Health Insurance
- Life Insurance
- Maternity Leave
- PTO (Vacation / Personal Days) - 20 days. After your two year anniversary, you get an additional two days each year until you reach thirty days (six weeks) at your sixth anniversary
- Paternity Leave
- Sick Time (for individual employee and family members)
- Bereavement Leave
- Business Travel Insurance
- Company Phones
- Fertility Assistance (Coverage for fertility treatments and gender affirmation surgeries)
- Immigration Assistance
- Phone Bill Reimbursement ($50 per month)
- Remote Work
- 401k
- Employee Discount
- Pet Friendly Workplace
- RRSP Matching
- Volunteer Time Off
Company HQ
South Main, Vancouver, BC
Leadership
Ryan Holmes
(Founder & Board Member)Previously founded interactive agency Invoke Media, served on the Board of Directors for Ariztia, and founded pre-seed fund LOI Venture.
Irina Novoselsky
(CEO)Previously Board Member at Lemonade and World Business Chicago, CEO at CareerBuilder and President at Novitex Enterprise Solutions.
Salary benchmarks
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