Senior Specialist, Customer Assurance

13 hours, 4 minutes ago
Full-time
Senior
Cybersecurity
Hootsuite

Hootsuite

Hootsuite is the world's most widely used social media management tool, offering scheduling, content creation, analytics, and social listening in one platform. It helps businesses manage social media campaigns across multiple networks with advanced fea...

Media
10K-50K
Founded 2008
$315M raised

Description

  • Serve as the primary point of contact for internal stakeholders and external customers on security, privacy, AI, and compliance concerns.
  • Coordinate, qualify, and prioritize a high-volume queue of customer assurance review requests.
  • Complete customer assurance reviews, questionnaires, contracts, and similar requests accurately and within tight deadlines.
  • Support RFPs and related documents for the Global New Business and Customer & Expansion teams.
  • Collaborate with Sales, Security, Privacy, Product and Technology, and Legal to improve support processes and share best practices.
  • Maintain and further develop the AI-driven response automation tool and customer-facing Trust Center to improve response efficiency.
  • Facilitate enablement sessions and knowledge sharing for internal teams on updated security, privacy, and AI support processes and collateral.
  • Manage Salesforce and Trust Center reports, track program metrics, and share insights with stakeholders.
  • Oversee maintenance of security, privacy, and AI collateral and certifications such as Trust Center, CAIQ, and SIG.
  • Build and manage templates and libraries so content is standardized, reusable, and easy to access.
  • Identify and implement process improvements for handling incoming requests from internal and external parties.

Requirements

  • Demonstrated experience in a security, privacy, customer assurance, or compliance-related role, or relevant experience in the SaaS or technology industry.
  • Bachelor’s degree or equivalent industry experience.
  • Previous experience leading a high-volume support request queue.
  • Working knowledge of content management or content automation systems.
  • Solid understanding of information security, privacy, risk, and compliance.
  • Ability to work within tight deadlines and under pressure.
  • Strong commitment to results, accountability, prioritization, collaboration, and customer focus.
  • Experience with process and project management.
  • Open to applicants located in Canada (BC, AB, ON, NB, NS) or the United States where Hootsuite can hire legally.
  • AI/automation experience is preferred through maintaining or supporting response automation tools and customer-facing trust resources.

Benefits

  • Flexible work arrangement with remote or hybrid options.
  • Role open to candidates in eligible locations across Canada and the United States.
  • Accommodation support provided throughout the selection process.
  • Canada pay range: $78,400–$109,800 CAD.
  • US pay range: $83,100–$116,300 USD.
  • Hootsuite uses AI to support recruiting, with human decision-makers making final hiring decisions.

Interested in this position?

Apply directly on the company website

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