Hootsuite India is seeking a dedicated and customer-focused Customer Service Associate (Non-Voice/Chat) to join our growing remote support team. In this role, you will be the first point of contact for our customers, handling inquiries and resolving issues through chat and email channels. The ideal candidate will possess strong written communication skills, a problem-solving mindset, and the ability to provide prompt, friendly, and effective support to enhance customer satisfaction.
As part of our global customer experience team, you’ll play a vital role in maintaining Hootsuite’s reputation for excellence, helping clients make the most of our social media management tools. This position offers the flexibility to work from home while collaborating with a dynamic, tech-savvy, and supportive team.
Key Responsibilities:
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Respond to customer inquiries via live chat and email in a timely and professional manner.
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Provide accurate and effective solutions to users regarding Hootsuite’s platform, tools, and services.
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Assist customers with account setup, troubleshooting issues, and providing step-by-step guidance.
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Escalate unresolved issues to senior support teams while ensuring customers receive consistent updates.
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Maintain detailed and accurate records of customer interactions in the CRM system.
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Collaborate with internal teams to relay product feedback and identify potential areas for improvement.
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Adhere to service level agreements (SLAs) and maintain high-quality communication standards.
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Continuously update your knowledge of Hootsuite’s products, updates, and best practices.
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Participate in regular virtual training sessions and performance meetings.
Required Skills and Qualifications:
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Bachelor’s degree in Business Administration, Communication, IT, or any related field.
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Excellent written communication skills with strong grammar and typing accuracy.
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Prior experience in customer support, technical support, or chat/email-based service roles preferred.
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Basic understanding of social media platforms and digital tools.
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Strong problem-solving abilities and attention to detail.
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Proficiency in using CRM tools, ticketing systems, or helpdesk software (e.g., Zendesk, Freshdesk, Salesforce).
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Ability to multitask efficiently and handle multiple chat/email conversations simultaneously.
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A calm, empathetic, and professional approach to customer interactions.
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Reliable high-speed internet connection and access to a personal computer or laptop.
Experience:
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Freshers and experienced candidates (0–3 years) are welcome to apply.
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Prior experience in non-voice or chat-based support roles will be an advantage.
Working Hours:
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Flexible remote work schedule with shifts based on business requirements.
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May include rotational shifts, weekends, and public holidays (with compensatory off).
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Standard work hours: 8 hours per day, 5 days a week.
Knowledge, Skills, and Abilities:
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Strong understanding of online communication and customer engagement.
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Ability to learn new systems and tools quickly.
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Excellent time management and organizational skills.
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High level of empathy and patience when dealing with customer concerns.
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Team player with a positive and proactive attitude.
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Capability to work independently with minimal supervision.
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Awareness of social media management, SaaS platforms, or customer service metrics is a plus.
Benefits:
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Fully remote position – work from the comfort of your home.
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Competitive salary package with performance-based incentives.
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Health and wellness benefits (as per company policy).
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Paid training and access to professional development resources.
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Opportunity to work with a globally recognized digital brand.
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Career advancement pathways within Hootsuite’s customer experience department.
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Supportive work culture that values learning, growth, and innovation.
Why Join Hootsuite India:
At Hootsuite India, we empower businesses to harness the power of social media effectively and responsibly. As a Customer Service Associate, you’ll play a key role in ensuring a seamless user experience for thousands of customers worldwide. We foster a culture of inclusivity, flexibility, and innovation where every voice is heard and valued. You’ll gain hands-on exposure to world-class digital tools, work with a globally distributed team, and grow your career in customer experience with one of the world’s leading social media management companies.
How to Apply:
If you are passionate about helping customers, enjoy solving problems, and are eager to work in a digital-first environment, we’d love to hear from you!
Please submit your updated resume and a short cover letter explaining your interest in the role to:
📧 careers@hootsuiteindia.com
with the subject line: “Application for Work From Home Customer Service Associate (Non-Voice/Chat)”
Alternatively, apply directly through our careers page:
🌐 www.hootsuite.com/careers