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Customer Support Advocate

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Hootsuite

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Location:
Mexico , Mexico City

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We’re looking for a Customer Support Advocate to help support our customers by providing a world class service within our SLAs, using a passionate and positive approach to the job, as well as in-depth process and product knowledge. You’ll be working with our self serve customers to exemplify great customer satisfaction & quality assurance.

Job Responsibility:

  • Assist our customers with prompt, friendly and accurate help through any medium or channel (including email, phone, chat, social and public forums)
  • 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
  • Identify and promote opportunities for cross/up-sell or churn prevention and guide customers to the best overall solution for them to maximize the value of Hootsuite
  • Communicate in an open, engaging and helpful tone across all channels including email (tickets), chat, phones and social media (Twitter, Facebook)
  • Tailor communication style and troubleshooting delivery to match knowledge or skill level of customer
  • Identify and surface trends of customer or product issues with a focus on potential solutions
  • Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT)
  • Perform other related duties as assigned

Requirements:

  • Entry level experience with Contact Center / Help desk ticketing/communication technology platforms [e.g., Zendesk, SnapEngage]
  • Knowledge of the social networking industry and social analytics
  • Experience with and knowledge of social media, including Hootsuite or other management tools
  • Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
  • Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
  • Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
  • Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
  • Perseverance: pursues everything with energy, drive, and a need to finish—doesn’t give up
  • 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
  • Self Development: is personally committed to, and actively works to continuously improve
What we offer:
  • Comprehensive benefits to support the health and wellbeing of our owls and their families
  • Health insurance including medical, dental, vision, life/disability insurances
  • Employee and Family Assistance Program
  • Group RRSP plan with a company match of up to 4% of base salary (Canada)
  • 401k Plan with a company match (up to 4% of base salary) (US)
  • Global Parental Leave: 26 weeks of full and partially paid leave for eligible employees

Additional Information:

Job Posted:
February 14, 2026

Work Type:
Hybrid work
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