Senior Specialist Customer Assurance

About the Role

Hootsuite is seeking a Senior Specialist, Customer Assurance to enhance our Customer Assurance program. This pivotal role supports our Global New Business (GNB) and Customer & Expansion (C&E) teams by managing security, privacy, AI, and compliance review requests from a global clientele. You will utilize security and privacy certifications, audit reports, technical documentation, AI-driven automation, and insights from Hootsuite’s Security, Legal, Product, and Privacy Teams to showcase the robustness of our security, privacy, and AI governance practices.

Embracing Hootsuite's distributed workforce strategy, this position offers flexible work arrangements, including remote work or a hybrid model. The role is open to candidates in Canada (BC, AB, ON, NB, NS) or the United States (in legally serviceable states/provinces). You will report directly to the VP, Privacy, Compliance, and Customer Assurance.

Key Responsibilities

• Serve 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 security, privacy, and AI support processes, building strong relationships with Sales, Security, Privacy, Product and Technology, and Legal teams. Share best practices and customer insights to ensure customer protection.
• Coordinate, qualify, and prioritize a high volume of customer assurance review requests efficiently.
• Ensure accurate and timely completion of customer assurance reviews (e.g., questionnaires) and similar requests (e.g., contracts).
• Provide expert support for RFPs and similar documents for Hootsuite’s GNB and C&E Teams.
• Maintain and advance an AI-driven response automation tool and the customer-facing Trust Center to improve process and response efficiency.
• Conduct regular enablement sessions to update 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.
• Oversee the maintenance of security, privacy, and AI collateral and certifications (e.g., Trust Center, CAIQ, SIG).
• Develop and manage templates and libraries for standardized, reusable, and accessible content.
• Identify opportunities for process optimization and improvement for handling internal and external requests.
• Perform other related duties as assigned.

What You’ll Need

• Demonstrated experience in a security, privacy, customer assurance, or compliance role (e.g., Security Specialist, Security Support Specialist, Privacy Specialist, GRC Specialist, Information Security or Compliance Auditor) and/or relevant SaaS or 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/energy on the most important issues/opportunities, assessing task importance effectively.
• Collaboration and Teamwork: Works effectively with others to deliver results, prioritizing group needs.
• Accountability: Holds self and others accountable to meet commitments.
• Customer Focus: Proactively helps and serves internal/external customers to meet their needs.
• Process/Project Management: Skilled at managing the processes and timelines required to accomplish work.

Who You Are

• Solution seeker: Focused on tackling new challenges and solving problems proactively.
• Lifelong learner: Possesses a growth mindset, eager to learn, experiment, share knowledge, and adapt.
• Resilient adapter: Approaches change and challenges with a calm, thoughtful perspective, identifying new opportunities.
• Intentional collaborator: Builds positive relationships, uniting teams to foster opportunities and ensure efficient information flow.
• Critical challenger: Asks difficult questions to achieve the best outcomes, trusting team members.
• Active communicator: Listens actively and communicates ideas and information clearly, inclusively, and proactively.
• Integrated thinker: Understands how their team's work contributes to broader organizational goals.
• Accountable owner: Takes pride in responsibilities, demonstrating reliability for outcomes.
• Bar-raiser: Steps up to support team growth and success, often going beyond expectations.

Commitment to Inclusion and AI in Hiring

Accommodations are available upon request throughout the hiring process. Hootsuite is committed to fostering a safe, welcoming, and inclusive environment where everyone can thrive. We utilize artificial intelligence (AI) to support our recruitment process, assisting with screening, assessment, and interview feedback summarization. Final hiring decisions remain with human decision-makers who apply professional judgment alongside AI outputs. Please refer to our Careers Privacy Policy for more information on our AI usage and your rights.

Guiding Principles

• Step Up: Lead by example in all actions.
• One Team: Foster a safe, welcoming, and empowering environment for all.
• Customer Obsessed: Relentlessly focus on customer success.
• Go Fast, Be Agile: Prioritize speed and simplicity for a competitive advantage.
• Play to Win: Commit to building a profitable company for all stakeholders.
• Neighbours & Allies: Contribute to communities and act as an ally.

Key skills/competency

• Customer Assurance
• Security Compliance
• Privacy Reviews
• AI Governance
• Risk Management
• SaaS Industry
• GRC
• RFP Management
• Content Management
• Salesforce