Customer Support Specialist - remote

FreshBooks

Posted 4 years ago • Anywhere in Canada

Here at FreshBooks, we believe that the best customer service is delivered by a Support team that is engaged in their work and excited to be helping our customers. Our Support Team is not an afterthought –we consider them crucial to our success as a company. We have developed a team (70+) with lots of growth potential for those whose passion it is to dig deep into issues and exceed the expectations of our customers. We are a team of people who will go above and beyond to deliver the best possible customer experience every time!

We have our Headquarters in Toronto, a European team based in Amsterdam and a dispersed team located remotely across Canada. We are currently hiring for remote positions 9:30AM-5:30PM in Pacific Time (PT) though you can be located remotely anywhere in Canada to work these hours.

What our Support Specialists do:

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).
Execute Extraordinary Experiences Everyday! They leave every customer feeling valued and taken care of – we’ve got their back.

Who our Support Specialists are:

Fantastic Communicators: our Support Specialists interact with our customers more frequently than anyone else, so it’s critical that their messages are accurate, clear and concise. Phones are a big part of this role (we pick up on two rings) so they should enjoy communication on the phone.
Passionate &Empathetic: they put themselves in the shoes of the entrepreneurs who use FreshBooks, and this drives them to take big steps towards finding a solution for each one of our users.
Enduring &Resilient: every day, they energetically engage with ~30 customers, each with their own needs and feelings – and they do it all with a smile
Always Striving for More: they are truly passionate about finding ways to improve our users’ experiences, and they work hard to maintain and grow their knowledge of our product in order to always deliver.
Problem Solvers: every question has an answer, and our Support Specialists 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 Savvy: our team knows the interwebs and its many applications.

If this sounds like you, here’s how to apply:

We’d love to hear you tell us, in the text box below, why we should hire you?!?

We’d also like for you to answer the 4 questions listed below. Put yourself in the shoes of our Support Specialists when addressing these customer queries and assume they have all come in via email.

Apply