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Hootsuite Logo Hootsuite · Customer Service

Customer Support Advocate

Romania, Bucharest · Job Posted May 04, 2026
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Job Description

We’re looking for a Customer Support Advocate to help us 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 Hootsuite Ecommerce customers to provide timely and accurate customer support through great customer service. This is a hybrid role and is open to applicants located within commuting distance of Bucharest, Romania. In this role, you will report to the Team Lead, Customer Support.

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 KPI’s monthly/quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/ATHT), Customer First Proactive Outbound Calls, Adherence, Occupancy
  • Perform other related duties as assigned

Requirements

  • Fully fluent in English
  • Proven 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

  • 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
  • 401k Plan with a company match (up to 4% of base salary)
  • Global Parental Leave: all permanent employees, including birthing, non-birthing and adoptive parents, who have been employed by Hootsuite for a minimum of 12 months are eligible for 26 weeks of full and partially paid leave in accordance with local government regulations
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