Senior Specialist, Customer Assurance
Hootsuite · New York, NY
- Hybrid
- Full-time
- $116,300 / year
- New York, NY
Job highlights
- Manage customer assurance programs and requests.
- Address security, privacy, and AI concerns.
- Collaborate with internal and external teams.
- Utilize AI tools for efficiency.
- Contribute to Hootsuite's growth.
About the role
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
Skills & topics
- Senior Specialist
- Customer Assurance
- Security
- Privacy
- Compliance
- AI Governance
- SaaS
- Technology
- Customer Support
- Risk Management
How to get hired
- Tailor your resume: Highlight experience in security, privacy, assurance, or compliance roles, emphasizing SaaS/tech industry relevance and high-volume queue management.
- Showcase relevant skills: Emphasize your understanding of information security, risk management, and your ability to work under pressure and meet tight deadlines.
- Demonstrate collaboration: Provide examples of how you've built relationships with cross-functional teams (Sales, Legal, Product) and effectively communicated complex information.
- Research Hootsuite's values: Align your application and interview responses with Hootsuite's guiding principles like 'Customer Obsessed', 'Go Fast, Be Agile', and 'One Team'.
- Prepare for technical and behavioral questions: Be ready to discuss your experience with content management systems, AI tools, and demonstrate your problem-solving and proactive approach.
Technical preparation
Familiarize with SaaS security best practices.,Review common compliance frameworks (e.g., ISO, SOC).,Understand AI governance principles.,Practice with content management tools.
Behavioral questions
Describe a time you managed a high-volume request queue.,How do you handle conflicting priorities?,Give an example of improving a process.,How do you ensure customer needs are met?
Frequently asked questions
- What is the salary range for the Senior Specialist, Customer Assurance role at Hootsuite in Canada?
- For candidates in Canada, the salary range for the Senior Specialist, Customer Assurance position at Hootsuite is between $78,400 and $109,800 CAD annually. This range reflects the compensation for this specific role within the Canadian market.
- What is the salary range for the Senior Specialist, Customer Assurance role at Hootsuite in the US?
- In the United States, the Senior Specialist, Customer Assurance role at Hootsuite offers an annual salary range of $83,100 to $116,300 USD. This range is specific to the US market where Hootsuite can legally hire for this position.
- Does Hootsuite offer remote or hybrid work options for the Senior Specialist, Customer Assurance position?
- Yes, Hootsuite supports a distributed workforce strategy, offering both remote work and hybrid model options for the Senior Specialist, Customer Assurance role. This allows for flexibility based on your location and preference.
- What specific regions in Canada and the US are eligible for the Senior Specialist, Customer Assurance role?
- The Senior Specialist, Customer Assurance role is open to applicants located in Canada (specifically BC, AB, ON, NB, NS) and in the United States in provinces/states where Hootsuite can legally hire.
- How does Hootsuite use AI in its hiring process for the Senior Specialist, Customer Assurance role?
- Hootsuite uses AI to assist in screening and assessing applicants, and potentially summarizing interview feedback for roles like Senior Specialist, Customer Assurance. However, all final hiring decisions are made by human decision-makers who use their professional judgment.
- What kind of experience is essential for the Senior Specialist, Customer Assurance role at Hootsuite?
- Essential experience for this role includes a background in security, privacy, customer assurance, or compliance, ideally within the SaaS or technology industry. Previous experience managing a high-volume support request queue is also crucial.
- What are the key responsibilities of the Senior Specialist, Customer Assurance at Hootsuite?
- Key responsibilities include managing customer assurance review requests, addressing security and privacy concerns, collaborating with internal teams, supporting RFP responses, maintaining compliance collateral, and optimizing response processes.
- What technical skills are important for a Senior Specialist, Customer Assurance applicant?
- Important technical skills include a solid understanding of information security, privacy, risk, and compliance. Working knowledge of content management or content automation systems is also necessary for this role.