The Support Specialist at FreshBooks enhances customer experiences through phone and email support, solving problems and ensuring satisfaction.
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 8:00AM - 8:00PM ET Monday - Sunday, with several shifts available within those times. This opening will cover the 12-8PM shift Monday-Friday shift. Candidates with a flexible schedule will be prioritized. This role can be worked remotely from any of the locations listed 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 Communication Skills: as a Support Specialist you will interact with our customers more frequently than anyone else, so it’s critical that your messages are accurate, clear and concise. Phones are a big part of this role so you should enjoy communication over the phone.
- 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.
At FreshBooks, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.
The total compensation for this role ranges from CA$40,000 - CA$50,000 per year, which may include participation in our incentive programs. Additionally, this position offers an equity grant and immediate enrollment in FreshBooks' comprehensive benefits program, detailed below.
Perks and BenefitsWe 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:
- 🩺 Comprehensive health and wellness benefits. Generous time off including a flexible vacation plan, a retirement savings program or pension plan matched to your local office, stock options for every full-time employee, parental leave and new parent support, annual healthy living credit, comprehensive medical and dental benefits, fertility and gender-affirming benefits dependent on your region, and more.
- 📚 Perks that matter. Including a Peer Recognition Program, an Employee Assistance Program, headphone credit, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your local cluster.
- 🌱 Working environments to help you thrive. Beautiful office spaces welcome you in Toronto, Amsterdam, and San Luis Potosi. If you don't have access to a FreshBooks office, you receive a home office credit to set up your home office.
- 🤗 Supportive peer group, mentors, and leaders. We care about each other across the organization and have programs to support this so everyone feels a strong sense of belonging, and believes in collective impact.
- 🚀 Accelerated growth. Comprehensive company onboarding, career development through continuous coaching, training, and learning on the job.
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.
Even if your experience doesn't meet every bullet on the above lists, we'd love to learn more about you and why you think FreshBooks is the next step in your career. FreshBooks is an equal-opportunity employer. We do not discriminate based on gender, religion, race, mental disability, sexual orientation, age, or any other status. All applicants are considered based on their qualifications and merits. At FreshBooks, we inspire an environment of mutual respect and we believe diversity and inclusion are crucial to our success. FreshBooks provides employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact us by phone at 1-416-780-2700 and/or email at [email protected].
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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.
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