Senior Specialist, Customer Assurance

We’re looking for a Senior Specialist, Customer Assurance to help us manage and continuously improve our Customer Assurance program. This role supports our Global New Business (GNB) and Customer & Expansion (C&E) teams to address security, privacy, AI, and compliance review requests from our global customers. You will leverage security and privacy certifications, audit reports, technical documentation, AI-driven automation tools, and knowledge acquired from working alongside Hootsuite’s Security, Legal, Product and Privacy Teams to demonstrate the strength and reliability of our security, privacy, AI governance practices and processes.In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model.

This role is open to applicants located in Canada (BC, AB, ON, NB, NS) or the United States (in Provinces/States where we can hire legally). In this role, you will report to the VP, Privacy, Compliance, and Customer Assurance.

• Communicate directly with internal stakeholders and external customers to understand and address their security, privacy, AI, and compliance concerns, acting as the primary point of contact on these matters for Hootsuite’s GNB and C&E Teams.


• Collaborate on the security, privacy and AI support process and build strong relationships with teams across the organization (e.g., Sales, Security, Privacy, Product and Technology, Legal), sharing best practices and learnings on what customers need to ensure they’re protected.


• Coordinate, qualify and prioritize a high volume queue of customer assurance review requests.


• Accountable for the accurate completion of customer assurance reviews (e.g., questionnaires) and similar customer requests (e.g., contracts) within tight deadlines.


• Provide expertise and support with RFPs (and similar documents) for Hootsuite’s GNB and C&E Teams.


• Maintain and further develop the capabilities of an AI-driven response automation tool and customer facing Trust Center to aid in driving process and response efficiency.


• Facilitate regular enablement sessions and knowledge sharing 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) that track Customer Assurance program metrics; share key data insights with stakeholders on successes, failure points and key learnings from customer review requests.


• Oversee the maintenance of security, privacy and AI collateral and certifications including Trust Center, CAIQ, SIG , etc.


• Build and manage templates and libraries to ensure content is standardized, reusable, and easily accessible.


• Identify areas to optimize and improve processes for handling incoming 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) and/or relevant experience in 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.


• Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver result


• Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions


• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs


• Accountability: holds self and others accountable to meet commitments


• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet their needs.


• Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished.

WHO YOU ARE:

• Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.


• Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.


• Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.


• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.


• Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result.


• Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively.


• Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.


• Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.


• Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected.

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

In all we do, our six guiding principles light the way:

Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies