Customer Support Advocate (English)

Who you are

You are a customer-focused individual with a passion for providing excellent service. You have a positive attitude and are eager to assist customers through various channels including email, chat, and social media. Your ability to troubleshoot issues and communicate effectively makes you a valuable asset to the team. You understand the importance of meeting service level agreements (SLAs) and strive to exceed customer expectations. You are adaptable and can tailor your communication style to match the knowledge level of each customer. You are also keen on identifying opportunities for cross-selling and ensuring customer satisfaction.

What you'll do

In this role, you will assist Hootsuite Ecommerce customers by providing timely and accurate support. You will troubleshoot reported issues, distinguishing between product and non-product related queries to deliver comprehensive solutions. Your responsibilities will include engaging with customers through various mediums, maintaining a friendly and helpful tone. You will also identify trends in customer issues and work towards potential solutions. Meeting and exceeding key performance indicators (KPIs) will be a crucial part of your role, ensuring high levels of customer satisfaction and productivity.

What we offer

Hootsuite offers a hybrid work environment, allowing you to balance your time between the office and remote work. You will be part of a supportive team that values collaboration and communication. We encourage you to apply even if your experience doesn't match every requirement, as we believe in fostering talent and providing growth opportunities within the company. Join us to make a meaningful impact in the world of customer support.