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Enterprise Customer Support Advocate

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Hootsuite

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Location:
Mexico; Canada , 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 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 role is dedicated Talkwalker role, hybrid role and is open to applicants located within Mexico City, Mexico and Vancouver, Canada. In this role, you will report to the Senior Manager, 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

Requirements:

  • Up to 2 years 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. Salesforce 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
What we offer:
  • Canadian Benefits: health insurance including medical, dental, vision, life/disability insurances, an Employee and Family Assistance Program, group RRSP plan with a company match of up to 4% of base salary
  • US Benefits: health insurance including medical, dental, vision, and life/disability insurances, 401k Plan with a company match (up to 4% of base salary), an Employee and Family Assistance Program
  • Global Parental Leave: 26 weeks of full and partially paid leave for permanent employees with 12 months tenure

Additional Information:

Job Posted:
March 18, 2026

Work Type:
Hybrid work
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