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Enterprise Customer Support Advocate

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Hootsuite

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Location:
Romania , Bucharest

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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 Enterprise Customer Advocate to help us assist our highest valued Enterprise customer accounts with prompt, friendly and accurate help through any medium or channel. 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 Bucharest, Romania. In this role, you will report to the Team Lead, Enterprise Customer Support.

Job Responsibility:

  • 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

Requirements:

  • Entry level experience in relevant work area in a product or customer technical support role
  • 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
What we offer:
  • 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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