Customer Support Advocate

Job Description

Hootsuite is seeking a Customer Support Advocate to join our growing team in Mexico City. As a frontline representative of our platform, you will deliver exceptional customer service to clients and help them maximize the value of Hootsuite's social media management tools.

Responsibilities

• Respond to customer inquiries via email, live chat, and phone
• Triage and troubleshoot product issues, provide clear guidance, and escalate as needed
• Document cases in our ticketing system and maintain accurate records
• Create and update knowledge base articles to empower customers and reduce repeat inquiries
• Collaborate with Product and Customer Success teams to resolve customer problems and gather feedback
• Maintain high customer satisfaction and meet defined service level agreements (SLAs)

Requirements

• Fluent Spanish; English proficiency is a plus
• 1+ years of customer support or related experience, preferably in SaaS
• Excellent written and verbal communication skills
• Comfort working in a fast-paced environment and juggling multiple inquiries
• Experience with ticketing systems or CRM tools (e.g., Zendesk) and knowledge base maintenance

Benefits

• Competitive salary and health benefits
• Flexible work options and a supportive, inclusive culture
• Opportunities for professional growth and career development

To apply, please submit your application through the link above: https://careers.hootsuite.com/job/?gh_jid=6967913