Senior Specialist, Customer Assurance
WFA Digital Insight
Demand for customer assurance specialists grew 28% in 2025 as companies prioritize data security. With a strong background in Salesforce, this Hootsuite role stands out in the remote job market. Hootsuite's flexible work arrangement and commitment to customer trust make it an attractive opportunity. candidates should be prepared to showcase their expertise in security, privacy, and AI support.
Job Description
About the Role
As a Senior Specialist, Customer Assurance at Hootsuite, you will play a critical role in managing and continuously improving the company's Customer Assurance program. This program supports Hootsuite's Global New Business and Customer & Expansion teams in addressing security, privacy, AI, and compliance review requests from global customers. Your expertise will be leveraged to demonstrate the strength and reliability of Hootsuite's security, privacy, AI governance practices, and processes.The Customer Assurance program is essential to Hootsuite's success, as it ensures that customers' security and privacy concerns are addressed promptly and effectively. As a Senior Specialist, you will be the primary point of contact for Hootsuite's GNB and C&E teams, collaborating with internal stakeholders and external customers to understand and address their security, privacy, AI, and compliance concerns.
You will report to the VP, Privacy, Compliance, and Customer Assurance, and work closely with other teams across the organization, including Sales, Security, Privacy, Product, and Technology, and Legal. Your goal will be to build strong relationships with these teams, sharing best practices and learnings on what customers need to ensure they're protected.
What You Will Do
- Communicate directly with internal stakeholders and external customers to understand and address their security, privacy, AI, and compliance concerns
- Collaborate on the security, privacy, and AI support process and build strong relationships with teams across the organization
- Coordinate, qualify, and prioritize a high volume queue of customer assurance review requests
- Complete customer assurance reviews and similar customer requests within tight deadlines
- Provide expertise and support with RFPs 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
- 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 that track Customer Assurance program metrics
- Oversee the maintenance of security, privacy, and AI collateral and certifications
- 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
What We Are Looking For
- Demonstrated years of experience in a security, privacy, customer assurance, or compliance-related role
- 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 results
- Experience with Salesforce
- Strong communication and interpersonal skills
Nice to Have
- Experience in the SaaS or technology industry
- Knowledge of AI-driven automation tools
- Experience with Trust Center, CAIQ, SIG, and other security and privacy certifications
- Certification in information security, privacy, or compliance
Benefits and Perks
- Flexible work arrangement, including remote work options
- Competitive compensation and benefits package
- Opportunities for professional growth and development
- Access to cutting-edge technology and tools
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
- Comprehensive health and wellness programs
- Generous PTO and holiday schedule
- Remote stipend and home office setup support
How to Stand Out
- Tip: Make sure to highlight your experience with Salesforce and customer assurance in your resume and cover letter.
- Tip: Be prepared to provide specific examples of how you have managed high volume support request queues in previous roles.
- Tip: Familiarize yourself with Hootsuite's products and services, as well as the company's approach to customer assurance and security.
- Tip: Showcase your knowledge of security, privacy, and AI support, and be prepared to provide examples of how you have applied this knowledge in previous roles.
- Tip: Be prepared to discuss your experience with content management or content automation systems, and how you have used these tools to improve process efficiency.
- Tip: Research Hootsuite's company culture and values, and be prepared to discuss how your own values and work style align with those of the company.
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