Senior Customer Advocate

Vancouver, BC Canada

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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 purpose to champion the power of human connection.

 

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, Toronto, London, Bucharest, Singapore or any of our 12 nests around the globe, you will have 1,000+ #HootsuiteLife peeps who will have your back to support your growth everyday.

 

Here’s where it might start…


#HootsuiteLife



Hootsuite Cultural Manifesto



#HootGiving



Guru Career Track  


B Corporation Certification


Who You Are...

 

As a Senior Customer Advocate at Hootsuite, you set an example for all Customer Advocates in your passionate and positive approach to the job as well as your in-depth process and product knowledge. In addition to exceptional customer service skills when communicating with our customer base, you are patient, helpful and eager to share your knowledge or experience with your colleagues.

 

  • You will act as a resource for Customer Advocates and work closely with your Shift Lead and fellow Senior Customer Advocates to address Customer Advocate questions, assist with task delegation and address training needs with the Channel Team
  • You will handle escalations for your pod and work with members of your team to share knowledge as and when required. In offering an exemplary service to our customers, you will maintain a high customer satisfaction rating, following up on any bad surveys for your team
  • You’ll combine your personal contributions with efforts to help your pod, and achieve overall pod targets as we provide exemplary service to our customers.
  • You’ll assist your shift lead and manager in establishing quarterly objectives for your pod members as well as assist your pod members in achieving their individual pod-specific objectives
  • You will celebrate pod member success and identify improvement opportunities via pod-specific mini-meetings and 1:1s
  • You may be called upon to act as point person during an outage and/or to cover for a Shift Lead in case of their absence
  • You’ll combine your personal contributions with efforts to help your pod, including assisting your pod to meet or exceed their quarterly objectives
  • You will celebrate pod member success and identify improvement opportunities via pod-specific mini-meetings and ad hoc 1:1 as necessary.and achieve overall pod targets as we provide exemplary service to our customers
  • You’ll assist your shift lead and manager in establishing quarterly objectives for your pod members as well as assist your pod members in achieving their individual pod-specific objectives
  • You will celebrate pod member success and identify improvement opportunities via pod-specific mini-meetings and 1:1s


You’re Great At...

 

  • Using Hootsuite to manage your social media, connect with customers and look at analytics
  • Assisting our customers with prompt, friendly and accurate help through any of our channels
  • Communicating in an open, engaging and helpful tone, with internal and external contacts
  • Staying organized and dealing with information coming from different sources at once
  • Leading your pod and helping members achieve their pod-based quarterly objectives
  • Leading by example with positivity and grit through even the most challenging situations
  • Altering habits on short notice and being flexible in your day to day
  • Sharing your expertise with others to and empowering them to take on new challenges
  • Maintain a high volume of ticket solves whilst managing the queue working on oldest to newest


Bonus Points…

 

  • Certificate in social marketing

You can check out Hootsuite training at https://hootsuite.com/podium and https://hootsuite.com/pages/social-selling-certification

 

 #LI-LD1


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