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Senior Specialist, Customer Assurance

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Hootsuite

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Location:
Canada , Vancouver

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

78400.00 - 109800.00 CAD / Year
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Job Description:

We’re looking for a Senior Specialist, Customer Assurance to help us manage and continuously improve our Customer Assurance program. This role supports our Global New Business (GNB) and Customer & Expansion (C&E) teams to address security, privacy, AI, and compliance review requests from our global customers. You will leverage security and privacy certifications, audit reports, technical documentation, AI-driven automation tools, and knowledge acquired from working alongside Hootsuite’s Security, Legal, Product and Privacy Teams to demonstrate the strength and reliability of our security, privacy, AI governance practices and processes.

Job Responsibility:

  • Communicate directly with internal stakeholders and external customers to understand and address their security, privacy, AI, and compliance concerns, acting as the primary point of contact on these matters for Hootsuite’s GNB and C&E Teams
  • Collaborate on the security, privacy and AI support process and build strong relationships with teams across the organization (e.g., Sales, Security, Privacy, Product and Technology, Legal), sharing best practices and learnings on what customers need to ensure they’re protected
  • Coordinate, qualify and prioritize a high volume queue of customer assurance review requests
  • Accountable for the accurate completion of customer assurance reviews (e.g., questionnaires) and similar customer requests (e.g., contracts) within tight deadlines
  • Provide expertise and support with RFPs (and similar documents) for Hootsuite’s GNB and C&E Teams
  • Maintain and further develop the capabilities of an AI-driven response automation tool and customer facing Trust Center to aid in driving process and response efficiency
  • Facilitate regular enablement sessions and knowledge sharing to update GNB and C&E teams on new security, privacy and AI support, processes and collateral
  • Manage Salesforce and other reports (e.g., Trust Center reports) that track Customer Assurance program metrics
  • share key data insights with stakeholders on successes, failure points and key learnings from customer review requests
  • Oversee the maintenance of security, privacy and AI collateral and certifications including Trust Center, CAIQ, SIG , etc
  • Build and manage templates and libraries to ensure content is standardized, reusable, and easily accessible
  • Identify areas to optimize and improve processes for handling incoming requests from internal and external parties
  • Perform other related duties as assigned

Requirements:

  • Demonstrated years of experience in a security, privacy, customer assurance, or compliance related role (e.g., Security Specialist, Security Support Specialist, Privacy Specialist, GRC Specialist, Information Security or Compliance Auditor) and/or relevant experience in SaaS or technology industry
  • Bachelor’s degree or equivalent industry experience
  • Previous experience leading a high volume support request queue
  • Working knowledge of content management or content automation systems
  • Solid understanding of information security, privacy, risk, and compliance
  • Ability to work within tight deadlines and under pressure
  • Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver result
  • Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
  • Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
  • Accountability: holds self and others accountable to meet commitments
  • Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet their needs
  • Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished

Nice to have:

  • Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked
  • Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t
  • Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity
  • Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information
  • Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result
  • Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively
  • Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals
  • Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes
  • Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected
What we offer:
  • Canadian Benefits. Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, life/disability insurances, an Employee and Family Assistance Program and more! Hootsuite provides a group RRSP plan with a company match of up to 4% of base salary. Benefits are available to permanent employees who meet minimum hours requirements without a waiting period
  • US Benefits. Hootsuite offers comprehensive benefits to support the health and wellbeing of our owls and their families. The benefits cover health insurance including medical, dental, vision, and life/disability insurances. Hootsuite also offers a 401k Plan with a company match (up to 4% of base salary), an Employee and Family Assistance Program and more! Benefits are available to employees who meet minimum hours requirements without a waiting period
  • 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

Additional Information:

Job Posted:
March 21, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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