Bilingual Enterprise Customer Support Advocate (French/English)

Hootsuite; Toronto; Remote; CAD 44,000 - 63,000; Full time

Job summary

An innovative company is seeking a Bilingual Enterprise Customer Support Advocate fluent in French and English. This remote-first role involves assisting high-value Enterprise customers with exceptional support across various channels. You'll troubleshoot issues, support onboarding, and identify opportunities for improvement. Join a collaborative team that prioritizes customer success and fosters positive relationships. If you're solution-oriented, adaptable, and passionate about social media, this position offers a fantastic opportunity to make a significant impact.

Qualifications

• Fluency in French and English is essential for this role.
• Experience in product or technical customer support is required.

Responsibilities

• Provide expertise to top customer accounts and resolve issues.
• Support customer onboarding and report on trends.

Skills

Fluency in French

Fluency in English

Excellent communication skills

Problem-solving skills

Ability to multitask

Attention to detail

Interpersonal skills

Resilience and adaptability

Tools

ZenDesk

Jira

Job description

Join to apply for the Bilingual Enterprise Customer Support Advocate (French/English) role at Hootsuite

We’re looking for a Bilingual Enterprise Customer Support Advocate, fluent in French and English, to assist our highest valued Enterprise customer accounts with prompt, friendly, and accurate support across any medium or channel. In this role, you’ll support customer onboarding and report on trends related to Support escalation workflows. You’ll communicate with global Enterprise customers professionally and efficiently. This is a remote-first position, open to applicants in Canada, adhering to legal hiring requirements. You will report to the Team Lead, Enterprise Customer Support.

What You’ll Do

• Provide expertise within SLA to Hootsuite’s top customer accounts, including all support programs.
• Adopt a customer-first approach to resolve questions, issues, and concerns.
• Troubleshoot issues in detail to diagnose product and non-product problems, providing complete and accurate information.
• Identify and report patterns or widespread issues affecting products and services.
• Support customer onboarding, implementation, or configuration tasks for large Enterprise clients.
• Spot opportunities for cross/up-selling and connect clients with their CSM/Account Manager.
• Communicate professionally and engagingly across all channels, including email, chat, and phone.
• Collaborate with colleagues to enhance customer experience and resolve concerns efficiently.
• Meet or exceed targets related to quality, customer satisfaction, productivity, and adherence.
• Perform other duties as assigned.

What You’ll Need

• Fluency in French and English (verbal and written).
• Relevant experience in product or technical customer support.
• Excellent communication skills.
• Ability to multitask with attention to detail and good time management.
• Knowledge of ticketing platforms like ZenDesk and Jira is a plus.
• Experience in multi-channel support (Phone/Chat/Email).
• Understanding of Hootsuite’s features and troubleshooting methods.
• Strong work ethic and follow-through.
• Passion for social media platforms.
• Resilience and adaptability to change.
• Problem-solving skills and logical thinking.
• Prioritization skills.
• Interpersonal skills to relate comfortably with diverse groups.

Who You Are

• Solution-oriented, proactive in tackling challenges.
• Lifelong learner with a growth mindset.
• Resilient and adaptable to change.
• Collaborative, fostering positive relationships.
• Critical thinker, willing to ask tough questions.
• Active communicator, clear and inclusive.
• Strategic, understanding broader organizational goals.
• Accountable for your work and outcomes.
• Supportive team player, helping others succeed.

Our six guiding principles include:

• Step Up: Go beyond expectations to achieve greatness.
• One Team: Respect individuality, build trust, and collaborate.
• Customer Obsessed: Focus on customer success.
• Go Fast, Be Agile: Prioritize speed and simplicity.
• Play to Win: Build a profitable, sustainable company.
• Neighbours & Allies: Give back and support communities.

Accommodations will be provided upon request during the selection process.

Canada Pay Range: $44,600—$62,400 CAD

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Software Development