Bilingual Enterprise Customer Support Advocate (Japanese/English)

Hootsuite; Vancouver; Remote; CAD 50,000 - 75,000; Full time

Job summary

A leading company is seeking a Bilingual Enterprise Customer Support Advocate fluent in Japanese and English to support its valued Enterprise customers. This remote-first role in Vancouver requires strong problem-solving, multitasking abilities, and a deep understanding of customer service principles. You will play a key role in troubleshooting issues, onboarding customers, and collaborating with various teams to elevate the client experience.

Benefits

Comprehensive health insurance including medical, dental, and vision

Employee and Family Assistance Program

Group RRSP plan with company match

Global Parental Leave

Qualifications

• Fluency in Japanese and English (verbal and written) is required.
• Relevant experience in a product or customer technical support role.
• Excellent communication skills required for effective client interaction.

Responsibilities

• Support customer onboarding and provide timely assistance to enterprise accounts.
• Troubleshoot issues with precision to determine product vs. non-product problems.
• Collaborate with teams to enhance customer experience and meet performance metrics.

Skills

Communication

Problem Solving

Multitasking

Attention to Detail

Interpersonal Savvy

Tools

ZenDesk

Jira

Job description

We’re looking for Bilingual Enterprise Customer Support Advocate, fluent in Japanese and English, 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 is a remote-first position, open to applicants located in Vancouver B.C. In this role, you will report to the Team Lead, Enterprise Customer Support.

WHAT YOU’LL DO:

• 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) andIndependent 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 anddifferentiate 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 Hootsuiteproducts and services following all applicable Support escalation workflows
• Perform and complete customer account related work pertaining to theimplementation, configuration, or onboarding of large Enterprise customers asrequired (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 thecustomer experience and streamline resolution of any client concerns.
• Maintain a focus on excellence by meeting or exceeding monthly/quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/ATHT), Customer First Proactive Outbound Calls, Adherence and Occupancy.
• Perform other related duties as assigned

WHAT YOU’LL NEED:

• Fully fluent in Japanese and English (verbal and written)
• Some relevant experience 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. ZenDesk and Jira is a plus.
• Experience in a multi-channel environment (Phone/Chat/Email).
• Deep understanding of Hootsuite’s features, functionality and how to troubleshootproblems 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, findingways to advance work and projects.
• Problem Solving: Uses an organized and logical approach to find solutions to complexproblems. Looks beyond the obvious to understand the root cause of problems.
• Priority Setting: Focuses time/energy on the most important issues/opportunities.
• Clearly understand how to assess the importance of tasks and decisions.
• Interpersonal Savvy: relates openly and comfortably with diverse groups of people.

WHO YOU ARE:

• 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.

In all we do, our six guiding principles light the way: Step Up: Dare to go beyond the expected to achieve greatness. #StepUp

One Team: Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

At Hootsuite, we design our compensation packages based on internal equity and external competitiveness. Every role at Hootsuite is analyzed, evaluated and mapped to a salary range. As a general guideline, the salary for new hires and promoted employees is determined based on an individual's skills & capabilities required for the role and their ability to contribute as per the expectations outlined in the job description.

Our salary structures are built on trends projected and published by independent and trusted survey companies. Hootsuite analyzes market data and adjusts salary structures, if required, on an annual basis. Salary ranges reflect what we expect to pay for this position at the time of posting. Our total compensation packages summarize our current offerings and are subject to change without notice.

Hootsuite is committed to fair and equitable compensation for every employee. Through an annual Pay Equity Analysis, Hootsuite ensures that all employees are paid fair and equitably.

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. THIS resource will provide additional information.

USBenefits. 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. THIS resource will provide additional information.

Global Parental Leave. All permanent employees, including birthing, non-birthing and adoptive parents, who have been employed by Hootsuite for a minimum of12 months are eligible for 26 weeks of full and partially paid leave in accordance with local government regulations.

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