As a Support Specialist, you will provide exceptional customer service via phone and email, solve complex customer challenges, and enhance their experience with FreshBooks' products.
About the Role
What You'll Do
What You'll Bring
About FreshBooks
As a Support Specialist at FreshBooks, you will be the driving force within a team passionate about delivering the absolute best customer service. You will forge strong connections with our customers, eagerly anticipating the opportunity to help them and consistently surpassing their expectations. You will have the opportunity to deeply investigate complex challenges and engineer elegant, effective solutions. You will thrive on an engaged team of 80+ people with high potential for career elevation. Ultimately, you will become an advocate who goes above and beyond to guarantee an exceptional, lasting customer experience.
Our Support Specialists offer phone and email Support for our clients from 7:00AM - 7:00PM Central Time Monday - Sunday, with several shifts available within those times. This opening will cover the 11-7PM Central Time shift Monday-Friday shift. Candidates with a flexible schedule will be prioritized. This role can be worked remotely from any of the locations above.
- Go to great (perhaps extraordinary!) lengths when answering phone calls and email tickets to help customers find solutions to whatever problem they face (or could face in the future).
- Keep customers at the core of everything you do and create exceptional experiences that leave every customer feeling supported and appreciated.
- Fantastic Bilingual Communication Skills: as a Support Specialist you will interact primarily with our North American customers more frequently than anyone else! It's critical that your messages are accurate, clear and concise in English. Phone calls are a big part of this role so you should enjoy communicating over the phone in English.
- Passion & Empathy: You put yourself in the shoes of the entrepreneurs and business owners who use FreshBooks, and this drives you to take big steps towards finding a solution for each one of our users.
- Endurance & Resiliency: every day, you will energetically engage with ~20 customers, you will be able to adapt to each of their own needs and feelings with a positive attitude.
- Ambition: You are truly passionate about finding ways to improve our users’ experiences, and you’ll work hard to maintain and grow their knowledge of our product in order to always deliver.
- Problem Solving Skills: every question has an answer, and you will either find it or create it! “No” is not part of the FreshBooks vernacular. No matter how unconventional a question may seem, our team is happy to tackle it.
- Internet Savvyness: you know the interwebs and its many applications.
We understand that you'll weigh many factors when deciding if FreshBooks is the right next step in your career. Here are some of our offerings for our employees (we call ourselves ✨ FreshBookers✨) to support their growth:
- 5 personal paid days off during the first year of employment. 12 vacation days after one year of completed service; increase by 2 days every year thereafter. (Personal days are offered only during the first year of service)
- Employee Assistance Program through ComPsych covering:
- Confidential Emotional Support
- Work-life solutions (moving, finding childcare, pet care, planning events, etc)
- Legal guidance
- Financial Resources
- On-demand training and 24/7 online support
- Values Shoutout Recognition Program
- Food vouchers (Vales de despensa)
- 2,000 MXN Annual Wellness credit
- Learning Programs (facilitated and asynchronous)
- Social Security enrollment
- 15 days Christmas bonus (Aguinaldo)
- Life Insurance
- Private major medical insurance (Seguro de Gastos Médicos Mayores)
- Employee Stock Options Plan
Nota: FreshBooks cumple con todas las prestaciones laborales mínimas establecidas por la Ley Federal del Trabajo en México.
You've probably learned a bit about FreshBooks before making it to this point, but let us take a moment to introduce ourselves: At FreshBooks, we believe that small business owners are the backbone of the economy, yet they are often the most underserved when it comes to technology. For over 20 years, we’ve been on a mission to support owners, from the scrappy solopreneur with a big dream to the growing business with employees to manage.
Our leading platform is more than just business software; it’s an all-in-one financial toolkit that automates invoicing, expenses, payments and payroll, allowing our customers to spend less time on paperwork and more time doing the work they love.
We believe in human-centric connections that empower teams to do their best work. Headquartered in Toronto, Canada, our team operates in clusters across North America and Europe using a variety of working environments - remote, hybrid, and in-office - all based on what’s best for the team, collaboration, and mental well-being. We are committed to creating a supportive and flexible workplace where everyone can thrive, grow, and make an impact on the lives of small business owners worldwide.
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