Customer Support • Mid-Level

Who you are

You have a customer-first mindset and are dedicated to providing exceptional support to Hootsuite's highest-valued Enterprise customer accounts. Your experience in customer support has equipped you with the skills to efficiently troubleshoot issues and provide accurate information to clients. You thrive in a hybrid work environment and are located in Bucharest, Romania, ready to engage with customers through various channels. You understand the importance of reporting trends and patterns related to support escalations, ensuring that customer concerns are addressed promptly and effectively.

You possess strong communication skills, allowing you to interact professionally and engagingly with global Enterprise customers. Your ability to differentiate between product and non-product issues enables you to provide comprehensive support, ensuring that customers receive the assistance they need. You are proactive in identifying opportunities for cross-selling and upselling, connecting clients with relevant services to enhance their experience with Hootsuite.

What you'll do

In this role, you will provide subject matter expertise to Hootsuite's Enterprise customers, ensuring that their questions and concerns are addressed within an accelerated service level agreement (SLA). You will assist with the customer onboarding process, guiding clients through the implementation and configuration of Hootsuite's services. Your responsibilities will include troubleshooting reported issues in detail, diagnosing problems, and providing accurate information to customers. You will also help identify and report patterns or widespread issues impacting Hootsuite products and services, following all applicable support escalation workflows.

You will work closely with the Team Lead, Enterprise Customer Support, to ensure that customer accounts are managed effectively. Your role will involve collaborating with various teams to enhance the customer experience and streamline support processes. You will be expected to embrace a customer-first mindset, addressing and resolving customer questions, issues, and concerns efficiently. Your contributions will play a vital role in maintaining high customer satisfaction levels and supporting Hootsuite's mission to empower businesses through social media management.

What we offer

Hootsuite offers a dynamic work environment where you can grow your skills and advance your career in customer support. You will have the opportunity to work with a diverse team of professionals dedicated to providing exceptional service to Enterprise customers. The hybrid work model allows for flexibility, enabling you to balance your professional and personal life effectively. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives in our team.