Hootsuite

4 weeks ago

Director, Customer Support Escalation Center (Contract - until August 2027)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Direct the global Customer Support Escalation Center, driving strategies, performance improvements, and cross-functional collaboration with Revenue, Product and Development to resolve escalated issues. Lead a geographically dispersed team in a SaaS environment, ensuring high security, reliability, and customer-first service while maintaining 24x7 on-call readiness and adherence to DEI commitments.

Location: Bucharest

Workplace: Hybrid

Employment Type: Contract · 14 months

Job Function: Customer Support (Service Desk)

Seniority: Director level

Key Responsibilities

•Develop and oversee the global Customer Support Escalation Center strategy, improve service levels, and establish customer service standards tied to KPIs.
•Build cross-functional connections with Customer Office, Revenue, Product, and Development to address escalated bugs and incidents and derive insights from root-cause analysis.
•Hire, lead, and develop a high-performing escalation team through coaching and continuous learning, ensuring alignment with DEI commitments.
•Display strong leadership, problem-solving, and a team-oriented approach while sharing best practices and coaching on strategy.
•Establish and maintain high standards of security, reliability, scalability, performance, and quality in all escalation center SOPs.

Key Requirements

•8+ years of experience in technical, product, or operational support with 8+ years in leadership managing multi-site teams
•Experience leading SaaS support operations and understanding product and software development workflows
•Proficiency with Salesforce Service Cloud (preferred); experience with Jira, Confluence, browser dev tools, and logs (Sumo Logic as a plus)
•Proven ability to drive continuous improvement through mentoring, training, and capability building, including leveraging AI tools
•Strong stakeholder influence and interpersonal skills across cross-functional partners

Experience:8+ yearsSaaSCustomer supportLeadership

Skills:LeadershipStakeholder managementCommunicationProblem-solvingMentoring

Languages:English

Tech Stack:Salesforce Service CloudJiraConfluenceSumo LogicAI tools

Company Brief

Hootsuite

Provides a social media management platform for businesses to schedule posts, monitor conversations, analyze performance, and manage multiple social accounts across networks. Serves marketers, agencies, and enterprises with collaboration and analytics tools.

Industry: SaaS

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Vancouver, Canada

Founded: 2008

Website LinkedIn

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Hootsuite

4 weeks ago

Director, Customer Support Escalation Center (Contract - until August 2027)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Bucharest

Workplace: Hybrid

Employment Type: Contract · 14 months

Job Function: Customer Support (Service Desk)

Seniority: Director level

Key Responsibilities

•Develop and oversee the global Customer Support Escalation Center strategy, improve service levels, and establish customer service standards tied to KPIs.
•Build cross-functional connections with Customer Office, Revenue, Product, and Development to address escalated bugs and incidents and derive insights from root-cause analysis.
•Hire, lead, and develop a high-performing escalation team through coaching and continuous learning, ensuring alignment with DEI commitments.
•Display strong leadership, problem-solving, and a team-oriented approach while sharing best practices and coaching on strategy.
•Establish and maintain high standards of security, reliability, scalability, performance, and quality in all escalation center SOPs.

Key Requirements

•8+ years of experience in technical, product, or operational support with 8+ years in leadership managing multi-site teams
•Experience leading SaaS support operations and understanding product and software development workflows
•Proficiency with Salesforce Service Cloud (preferred); experience with Jira, Confluence, browser dev tools, and logs (Sumo Logic as a plus)
•Proven ability to drive continuous improvement through mentoring, training, and capability building, including leveraging AI tools
•Strong stakeholder influence and interpersonal skills across cross-functional partners

Experience:8+ yearsSaaSCustomer supportLeadership

Skills:LeadershipStakeholder managementCommunicationProblem-solvingMentoring

Languages:English

Tech Stack:Salesforce Service CloudJiraConfluenceSumo LogicAI tools

Company Brief

Hootsuite

Industry: SaaS

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Vancouver, Canada

Founded: 2008

Website LinkedIn