Enterprise Customer Support Advocate, Hootsuite
Evening Shift, Bilingual English/Japanese Speaker
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
Hootsuite's mission is to empower organizations to build trust and deepen relationships through the power of social.
Role
Who you are
- We’re looking for a Bilingual Enterprise Customer Support Advocate, fluent in Japanese, to help us assist our highest valued Enterprise customer accounts with prompt, friendly and accurate help through any medium or channel
- Entry level experience in relevant work area 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 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
- 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
- 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 with exact hours to be determined, approximately from 3pm to 11pm PST 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 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 18M customers, and used by over four fifths of the Fortune 1000 - including major players like Ikea, bumble, and JC Perrault - this giant is hugely competitive in the space. It’s a rapidly-changing market, however, and staying ahead is tough.
A push for acquisitions (including Sparkcentral and Heydey) comes as the company is broadening its remit to help customer service teams manage inquiries. This is an interesting step into a growing sector: customer service is going through a period of rapid development with the progress of chatbots and a major increase in the amount of digital communications.
Hootsuite's plans for an IPO didn't survive the tough economic conditions of 2022, and like many other tech companies it engaged in several rounds of layoffs across 2022 and into 2023, with over a third of its workforce made redundant. Following a change in leadership the company hopes to get back on course as the economy begins to recover.
Steph
Company Specialist
Insights
Some 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
(Board Member)Previously founded interactive agency Invoke Media, served on the Board of Directors for Ariztia, and after stepping back fro Hootsuite went on to found pre-seed fund LOI Venture.
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