Enterprise Customer Support Advocate, Hootsuite
Bilingual French/English
CA$44.6-62.4k
More information about location
Social media management tool
Open for applications
Social media management tool
1001+ employees
Open for applications
CA$44.6-62.4k
More information about location
1001+ employees
Company mission
To empower organizations to build trust and deepen relationships through the power of social.
Role
Who you are
- Fully fluent in French and English (verbal and written)
- Some relevant experience in a product or customer technical support role
- 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 and 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
- Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked
- Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t
- Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity
- Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information
- Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result
- Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively
- Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals
- Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes
- Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected
What the job involves
- We’re looking for Bilingual Enterprise Customer Support Advocate, fluent in French and English, to help us assist our highest valued 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
- In this role, you will report to the Team Lead, Enterprise Customer Support
- 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
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 18 million customers, and used by 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 (like many of its peers, the company engaged in several rounds of layoffs), it has since reworked its leadership team to get back on course as the economy recovers.
Just like its acquisition of Sparkcentral saw the company expand into customer service, its more recent purchase of Talkwalker sees it integrate AI into its platform. The combined offering will supply businesses with a social media performance engine to turn insights into action, all fuelled by artificial intelligence.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-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 values
- Step Up - Show the world what it looks like to live and work by these guiding principles
- One Team - Make Hootsuite a place where we all feel safe, welcomed, valued, and empowered to do our best work together without compromising who we are
- Customer Obsessed - Focus relentlessly on helping our customers succeed
- Go Fast, Be Agile - Widen our competitive advantage by committing to speed and simplicity over perfection and complexity
- Play to Win - Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders
- Neighbors and Allies - Give back to our communities and be an ally
Company HQ
South Main, Vancouver, BC
Articles
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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