We’re looking for a Customer Support Advocate to help us support our customers by providing a world class service within our SLAs using a passionate and positive approach to the job as well as in-depth process and product knowledge. You’ll be working with Hootsuite Ecommerce customers to provide timely and accurate customer support through great customer service. This is a hybrid role and is open to applicants located within commuting distance of Bucharest, Romania. In this role, you will report to the Team Lead, Customer Support.

WHAT YOU’LL DO:

• Assist our customers with prompt, friendly and accurate help through any medium or channel (including email, phone, chat, social and public forums)
• Troubleshoot reported issues or queries in detail to diagnose and differentiate between product and non-product issues in order to provide accurate, valid and complete information to our customers
• Identify and promote opportunities for cross/up-sell or churn prevention and guide customers to the best overall solution for them to maximize the value of Hootsuite 
• Communicate in an open, engaging and helpful tone across all channels including email (tickets), chat, phones and social media (Twitter, Facebook)
• Tailor communication style and troubleshooting delivery to match knowledge or skill level of customer
• Identify and surface trends of customer or product issues with a focus on potential solutions
• Maintain a focus on excellence by meeting or exceeding KPI’s monthly/quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/ATHT), Customer First Proactive Outbound Calls, Adherence, Occupancy
• Perform other related duties as assigned

WHAT YOU’LL NEED:

• Fully fluent in English
• Proven experience with Contact Center / Help desk ticketing/ communication technology platforms [e.g., Zendesk, SnapEngage]
• Knowledge of the social networking industry and social analytics
• Experience with and knowledge of social media, including Hootsuite or other management tools
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
• Perseverance: pursues everything with energy, drive, and a need to finish—doesn’t give up
• Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
• Self Development: is personally committed to, and actively works to continuously improve

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: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #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.

#LI-Hybrid #LI-IA

We’re looking for Enterprise Customer Advocate 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 hybrid role and is open to applicants located within Bucharest, Romania. 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) and Independent 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 and differentiate 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 Hootsuite products and services following all applicable Support escalation workflows
• Perform and complete customer account related work pertaining to the implementation, configuration, or onboarding of large Enterprise customers as required (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 the customer 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:

• Entry level experience in relevant work area 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 troubleshoot problems 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, finding ways to advance work and projects.
• Problem Solving: Uses an organized and logical approach to find solutions to complex problems. 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.

#LI-IA #LI-Hybrid

We’re looking for an Atlassian Administrator to help us build and maintain effective, scalable solutions within our enterprise Atlassian suite (Jira, Confluence, JSM, etc.). In this critical role, you’ll collaborate with stakeholders across the broader organization, using technology to solve problems, optimize processes, and facilitate seamless collaboration. You will support the PMO by helping teams work efficiently and progress towards strategic objectives through effective use of tools like Jira Service Management, Jira Product Discovery, Statuspage, and Atlassian Goals. You will report to the PMO Director of Delivery. 

WHAT YOU’LL DO: 

• Atlassian Tools Administration & Support : Administer and configure the enterprise Atlassian portfolio, including Jira (Software, Product Discovery), Confluence, Jira Service Management, Statuspage, and Atlassian Goals. 
• Workflow Optimization: Design and optimize complex Jira workflows, custom fields, and automation rules to align with best practices at scale. 
• Integration Management: Partner with IT to manage and evaluate Atlassian add-ons and integrations with other enterprise systems (e.g., identity management, CI/CD pipelines). 
• Governance and Documentation: Collaborate with PMO leadership to enforce governance standards and audit/document existing processes to ensure data integrity and security. 
• User Support and SLAs: Manage the support queue and provide technical troubleshooting for a diverse user base, adhering to established Service Level Agreements (SLAs). 
• System Health: Monitor the performance and stability of all products at an enterprise level and assist in planning upgrades and migrations. 
• Stakeholder Communication: Distill complex technical solutions into layman’s terms for stakeholders across all levels of the organization. 

WHAT YOU’LL NEED: 

• Experience: 3+ years of proven experience as an Atlassian Administrator in an enterprise environment. 
• Education: Bachelor’s degree in Computer Science, IT, Business, or equivalent practical experience. 
• Certifications (at least one is preferred): Atlassian Certified Jira Administrator, Confluence Administrator, or Jira Service Management Administrator.
• Technical Skills: Expertise in Jira Query Language (JQL), advanced reporting, and designing schemes for large user bases. 
• Methodology Knowledge: Strong understanding of Agile, Scrum, Kanban, and Waterfall frameworks and how Atlassian tools support them at scale. 
• Scripting: Familiarity with scripting languages (e.g., Groovy, Python) for custom automations is a strong plus. 
• Process Management: Skilled at defining and managing the processes and timelines necessary to get work accomplished. 
• Communication: Clearly conveys thoughts, both written and verbally, listening attentively for clarification. 

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