Team Lead, Support

**About FreshBooks**:
FreshBooks is a leading cloud-based SaaS accounting software designed with one goal: to help small business owners grow. We reached unicorn status after raising our valuation to more than $1 billion and continue to scale our business to serve business owners, their clients, and accountants in more than 160 countries worldwide. FreshBookers are found all over the globe, and we know that different folks thrive in different working environments: Remote, onsite, and everything in between, you'll find it with us.

**The Opportunity - Team Lead, Support**:
You will be joining our award-winning Support team of 90+ incredible and motivated individuals whose passion it is to dig deep into issues and exceed the expectations of our customers. We go above and beyond to deliver the best possible customer experience every time.

For this role, you will be working remotely in one of our **full-time** shifts covering weekends between the hours of **9 - 5 pm PST (12 - 8 pm EST)**. The options we have available are **Wed - Sun**,** Thurs - Mon, **or** Sat - Wed.**

During the first few months, training will be between **Mon - Fri, 9 - 5 pm PST (12 - 8 pm EST)**, until you are ready to move to your assigned weekend schedule.

**What You'll Do as a Team Lead, Support**
- Motivate and engage team to maintain a highly productive and positive work environment
- Maintain a strong working knowledge of FreshBooks products and grow the working knowledge of the team
- Manage performance and support development of individuals through continuous feedback including quality review of cases, 1:1s, and year-end reviews
- Manage incoming volume and ensure proper support coverage and provide backup frontline support, when needed

**What You'll Bring to the Role**
- At least two years in a people management position
- Minimum five years of experience in a customer service role
- Troubleshooting experience and technical prowess
- Ability to handle escalated customer issues with empathy and understanding

**You'll Stand Out If You are**
- Experienced in Google Workforce, Zendesk, Jira, Talkdesk, Workforce Management tools, Looker, Periscope (or other data analytics tools) and Slack
- Great at planning, organizing and encouraging participation in team events - large and small

**Our Commitments to You**:
At FreshBooks each person knows their opinion is valued, and can see their impact on the lives of over 10 million small business owners around the world. Accelerate your career, work on projects you're passionate about, and work as a part of a collaborative team without ego Here are some of the ways FreshBooks recognises and rewards our employees:

- ** Comprehensive Health and Wellness Benefits. **Including retirement savings programs matched to your local office, stock options for every full time employee, generous time off, parental leave and new parent support, annual healthy living credit, comprehensive medical and dental 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 locale.
- **Working Environments to Help You Thrive. **Beautiful office spaces welcome you in Canada and Mexico, and remote FreshBookers receive a home office credit to set up your home office.
- ** Supportive Peer Group, Mentors, and Leaders**. We care about each other across the organisation and have programs to support this so everyone feels a strong sense of belonging, and believes in collective impact.
- ** Accelerated growth. **3 week dedicated company onboarding, career development through continuous coaching, training, and learning on the job, and a bi-annual review process.

**Closing**:
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.

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