Customer Support Advocate - English

Employer: Hootsuite
  • Customer Support - Client Service
  • Internet - eCommerce
  • Advertising
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 17.10.2017
    Short company description

    Hootsuite is more than a social media company. We’re more than a tech company. We’re a collective of creators and makers, builders and hackers, teachers and students.

    We believe deeply that social media is revolutionizing how we communicate – and we’re driven by our mission to empower organizations to turn messages into meaningful relationships.
    We believe that culture is the compass to success and so our culture manifesto is woven into the fabric of all we do. We seek exceptional talent that believes joining a passionate, egoless team that is building something bigger than themselves, and having fun doing it, matters.

    We know you have a lot of choices on where to take your career next. Whether you’re based in Vancouver, London, Singapore or any of our 8 nests around the globe, you will have 800+ #HootsuiteLife peeps who will have your back to support your growth everyday.


    Who You Are...

    As a Customer Advocate, you are part of our post-sales Support team and your passion for providing exceptional customer service contributes to our world-class high level of customer satisfaction. Acting as the first line of response to customers worldwide, you will communicate in an open, helpful and engaging tone and focus on finding the right solution with each customer.

    You will connect with our customers to address questions and resolve issues through multiple channels such as Chat, Email, Twitter, Facebook, Phone etc. You will organize and triage customer queries and support issues between these channels as well as manage outages and communicate to the appropriate stakeholders & customers. Additionally, you will work with various teams to resolve customer support concerns, escalate bug issues, and serve as an ambassador for our brand.

    You are available to work on a weekly schedule from 11:00 - 19:00 and flexible for some weekend coverage.


    You’re Great At...

    Acting as a first line of response to users worldwide.
    Providing a consistent, helpful and engaging tone that reflects our brand
    Working with development team to pinpoint bugs and system issues affecting users
    Organizing and triaging customer queries and support issues between various support channels
    Managing outages and communicates to the appropriate stakeholders & customers
    Bonus Points…

    Familiarity with Hootsuite, email ticketing systems, chat software
    Proficiency in other European languages will be an advantage
    Knowledge of the social networking industry

    Other info

    What We Offer...

    Generous annual time off
    Equity in Hootsuite
    Medical Insurance for yourself and your family
    Life Insurance
    Dental Benefits
    You will be working on a Macbook
    Unique villa & office space
    In house gym & games room
    Employee lifestyle assistance