Customer Support • Entry-Level

Who you are

You have a passion for helping others and a positive attitude that shines through in every interaction. With a strong understanding of customer service principles, you excel at providing prompt and friendly assistance across multiple channels, including email, chat, and social media. Your ability to troubleshoot issues effectively allows you to differentiate between product and non-product problems, ensuring customers receive accurate and complete information. You are skilled at tailoring your communication style to match the knowledge level of each customer, fostering a supportive and engaging environment.

You are proactive in identifying opportunities for cross-selling and churn prevention, guiding customers toward solutions that maximize their experience with Hootsuite. Your attention to detail and commitment to quality assurance help you maintain high standards in customer interactions, consistently meeting or exceeding quarterly targets. You thrive in a hybrid work environment, balancing virtual support with in-office collaboration in Mexico City.

What you'll do

As a Customer Support Advocate, you will assist customers by providing timely and accurate help through various channels, including email, phone, chat, and social media. Your role involves troubleshooting reported issues in detail, diagnosing problems, and providing solutions that enhance customer satisfaction. You will identify trends in customer inquiries and product issues, working collaboratively with your team to surface potential solutions. Your focus on excellence will drive you to meet quality assurance targets and contribute to the overall success of the customer support team.

You will engage with customers in an open and helpful manner, ensuring that each interaction leaves a positive impression. By promoting opportunities for cross-selling and guiding customers to the best solutions, you will play a crucial role in maximizing the value they receive from Hootsuite. Your ability to communicate effectively and empathetically will help build strong relationships with customers, ensuring they feel valued and supported throughout their journey.

What we offer

Hootsuite provides a dynamic work environment where you can grow your skills and make a meaningful impact on customer satisfaction. We offer a hybrid work arrangement that allows you to balance remote work with in-office collaboration in Mexico City. You will have access to ongoing training and development opportunities to enhance your customer support skills and advance your career within the company. Join us in our mission to empower customers with the tools they need to succeed in their social media efforts.