Senior Specialist, Customer Assurance

About the Role

Hootsuite is seeking a Senior Specialist, Customer Assurance to manage and enhance our Customer Assurance program. This role is crucial for supporting our Global New Business (GNB) and Customer & Expansion (C&E) teams by addressing security, privacy, AI, and compliance review requests from global customers. You will leverage various resources, including security and privacy certifications, audit reports, technical documentation, AI-driven automation tools, and internal knowledge from Hootsuite’s Security, Legal, Product, and Privacy Teams. Your work will highlight the robustness of our security, privacy, and AI governance practices and processes.

This position offers a flexible work arrangement, supporting remote work or a hybrid model in line with Hootsuite's distributed workforce strategy. The role is open to applicants in Canada (BC, AB, ON, NB, NS) or the United States (in states where we can legally hire). You will report to the VP, Privacy, Compliance, and Customer Assurance.

Key Responsibilities

• Act as the primary point of contact for Hootsuite’s GNB and C&E Teams, communicating directly with internal stakeholders and external customers to address security, privacy, AI, and compliance concerns.
• Collaborate on the security, privacy, and AI support process, building strong relationships with Sales, Security, Privacy, Product and Technology, and Legal teams. Share best practices and learnings about customer needs to ensure their protection.
• Coordinate, qualify, and prioritize a high volume queue of customer assurance review requests, ensuring accurate and timely completion of questionnaires and similar customer requests, including contracts.
• Provide expertise and support for RFPs and similar documents for Hootsuite’s GNB and C&E Teams.
• Maintain and develop an AI-driven response automation tool and the customer-facing Trust Center to improve process and response efficiency.
• Facilitate regular enablement sessions and knowledge sharing for GNB and C&E teams on new security, privacy, and AI support, processes, and collateral.
• Manage Salesforce and other reports (e.g., Trust Center reports) to track Customer Assurance program metrics, sharing key data insights on successes, failures, and learnings with stakeholders.
• Oversee the maintenance of security, privacy, and AI collateral and certifications (e.g., Trust Center, CAIQ, SIG). Build and manage templates and libraries for standardized, reusable, and accessible content.
• Identify opportunities to optimize and improve processes for handling requests from internal and external parties.
• Perform other related duties as assigned.

What You’ll Need

• Demonstrated years of experience in a security, privacy, customer assurance, or compliance-related role (e.g., Security Specialist, Security Support Specialist, Privacy Specialist, GRC Specialist, Information Security or Compliance Auditor), or relevant SaaS/technology industry experience.
• Bachelor’s degree or equivalent industry experience.
• Previous experience managing 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 effectively under tight deadlines and pressure.
• Commitment to Results: Consistently achieves results, demonstrating high performance and challenging self and others to deliver.
• Priority Setting: Focuses time and energy on the most important issues and opportunities, assessing task importance.
• Collaboration and Teamwork: Works effectively with others, contributing meaningfully to the team and prioritizing group needs.
• Accountability: Holds self and others accountable for meeting commitments.
• Customer Focus: Demonstrates a desire to proactively help and serve internal and external customers.
• Process/Project Management: Skilled at managing the processes and timelines required to get work accomplished.

Who You Are

• Solution Seeker: Focused on tackling new challenges, solving problems, and moving the business forward proactively.
• Lifelong Learner: Possesses a growth mindset, eager to learn, experiment, share knowledge, and apply feedback.
• Resilient Adapter: Approaches change and challenges with a thoughtful, calm demeanor, focusing on new opportunities.
• Intentional Collaborator: Builds positive working relationships, bringing people together to foster opportunities and ensure efficient information flow.
• Critical Challenger: Asks difficult questions to achieve the best end results, trusting the team.
• Active Communicator: Listens actively and communicates ideas clearly, inclusively, and proactively.
• Integrated Thinker: Understands how team work contributes to broader organizational goals beyond their immediate role.
• Accountable Owner: Takes pride and responsibility for their work, demonstrating reliability for outcomes.
• Bar-Raiser: Steps up to help the team grow and succeed, going beyond expected duties.

Our Guiding Principles

• Step Up: Live and work by guiding principles.
• One Team: Foster a safe, welcoming, and empowering environment where everyone can do their best work.
• Customer Obsessed: Relentlessly focus on customer success.
• Go Fast, Be Agile: Prioritize speed and simplicity for competitive advantage.
• Play to Win: Commit to building an incredible, profitable company.
• Neighbours & Allies: Give back to communities and be an ally.

Accommodations

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

Use of AI in Hiring

Hootsuite utilizes artificial intelligence (AI) to support its recruitment process, which may include screening, assessing applicants, and summarizing interview feedback. All final hiring decisions are made by human decision-makers using their professional judgment, in conjunction with AI outputs. For more information about AI usage and your rights, please refer to our Careers Privacy Policy.

Key skills/competency

• Customer Assurance
• Security Compliance
• Privacy Management
• AI Governance
• Risk Assessment
• RFP Response
• Content Management Systems
• Customer Support
• Process Improvement
• Stakeholder Communication