Support Specialist, FreshBooks
+ Stock Options
More information about location
Cloud-based accounting software for SMBs
Open for applications
Cloud-based accounting software for SMBs
501-1000 employees
Open for applications
+ Stock Options
More information about location
501-1000 employees
Company mission
To reshape the world to suit the needs of self-employed professionals and their teams.
Role
Who you are
- Problem Solving skills: you use your expert troubleshooting abilities to get to the bottom of issues. You are resourceful, curious and are okay living in the grey zone while you work to solve problems
- Excellent Communication: you can craft messages that are accurate, clear and concise. We don’t follow scripts here so you will lean on your expert communication skills to connect with customers and deliver extraordinary experiences. Phones are a big part of this role so you should enjoy communication on the phone
- Empathy: you care about other humans and can put yourself into the shoes of the owners who use FreshBooks, which drives you to take big steps toward finding a solution for each one of our users
- Endurance & Resilience: you will energetically engage with ~25 customers daily, each with their own needs and feelings – and you can do it all with a smile!
- Internet Expertise: you know the interwebs and its many applications. Don’t worry – we will train you on the nitty gritty
- Love for Learning: you don’t need to be an Accountant, we will train you on what you need to know, but you enjoy learning new things and are ok with diving into the unknown
- You will be joining our award-winning Support team of 90+ incredible and motivated individuals whose passion is to dig deep into issues and exceed the expectations of our customers
What the job involves
- Go to great lengths to help customers find solutions! Some of our most common customer inquiries are: how to get started with FreshBooks, troubleshooting & set-up of online payments and billing-related issues
- Execute Extraordinary Effortless Experiences Every day (5Es), so every customer leaves feeling valued and taken care of
- Provide 5E service through our various support channels (Phones, Emails, Social, & Chat). This includes answering questions about the product, helping customers with product workflows, and investigating issues
- Phone support: 70% of schedule*
- Email and other channel support: 25% of schedule*
- Other duties: 5% of schedule*
- (*Subject to variance due to seasonal load. Not inclusive of scheduled breaks.)
- Empathize with small business owners who use FreshBooks, and communicate complex messages in an accessible, professional, and friendly manner
- Understand the main features of our application and keep up to date with product changes and enhancements
- Identify potential bugs and product enhancements through customer feedback and relay information appropriately to our Product and Development teams
- Understand our internal tools and resources, and how best to utilize them when troubleshooting complex issues
- Work collaboratively with our third-party integration partners
- Maintain the integrity of Support’s best practices
- Meet and exceed performance and quality metrics as defined in the skills matrix
- Understand the fundamentals of Generally Accepted Accounting Principles (GAAP) and how they apply to our platform
- You will be working in a position that is primarily phone-support-focused. You will be working remotely in one of our full-time shifts from 10-6 or 11-7 pm Mountain Time. The shift options we have available are Wed - Sun, Thurs - Mon or Sat - Wed
- Training sessions will be between Mon - Fri for the first few months, and later you will transition to one of the above schedules covering weekends
Our take
The need for owners to manage their business digitally has accelerated, and this has changed how small business owners work with bookkeepers and accountants. FreshBooks has built a cloud-based accounting software platform designed to make things like invoicing, expenses, payments, payroll and financial reporting easier for SMBs, and has served more than 30 million people in over 160 countries.
In 2021, the company hired over 100 employees and entered the Latin America market after acquiring Mexico-based e-invoicing company Facturama, in an effort to expand its audience in Spanish-speaking markets. The company has also seen significant growth of new customers.
FreshBooks used its 2021 capital to rocket boost sales and marketing, research and development, and undertake additional strategic acquisitions. Despite a planned IPO, Freshbook faced the pressures of 2022 and 23's financial crisis and cut 10% of its staff in March 23 as part of a bid to reach profitability by 2025. It expanded its partnership with Stripe in 2024 with an embedded payment product that will help in its path to profitability.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-2% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Aug 2021
$80.8m
SERIES E
Jul 2017
$43m
SERIES B
Total funding: $153.8m
Company benefits
- 100% Employer Paid Health, Vision and Dental Benefit Premiums
- Employee Assistance Program
- Paid Volunteer & Innovation Days
- Onsite Massage, Gym, Yoga, Meditation & Shower Facilities
- Daily Breakfast, Snacks & Drinks
- Indoor Bike Storage & Repair Supplies
- Dog and Kid-Friendly Office
Company values
- Passion
- Ownership
- Results
- Change
- Honesty
- Fun
- Empathy
- Stretch
- Trust
Company HQ
Junction Triangle, Toronto, ON
Articles
Leadership
Mike McDerment
(CEO)Co-founder and CEO of FreshBooks since 2003, and current Board Chair and Founder of Briza.
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