Support Specialist (Remote, Mexico)

We are currently hiring a bilingual English/Spanish Support Specialist to join our award-winning Support team. We are a team of 90+ dedicated and motivated individuals whose passion is to dig deep into issues and exceed the expectations of our customers. We always go above and beyond to deliver the best possible customer experience. Job Details This position is primarily phone-support-focused. Available shift options primarily include weekends (e.g., Saturday through Wednesday), though we have limited Monday-to-Friday schedules available as well. Training will take place Monday through Friday during your initial onboarding period (3 months). Once training is complete, you will transition to your assigned schedule, including weekend coverage. Note: In order to work in this role, you need to meet the minimum specifications below to support the systems required for your daily work and be successful in this job: A quiet work environment where you can focus Stable Internet Service Provider (ISP) Router with wired connection (ethernet) Internet speed: Minimum download speed of 12 MB and upload speed of 10 MB Able to provide phone support: speaking directly with customers for 70%+ of the schedule Able to sit for extended periods and use a computer screen for 8 hours or more Job Responsibilities Respond, troubleshoot and solve inbound customer support inquiries about our web and mobile applications using our ticket-based system (Zendesk). Execute Extraordinary Experiences Every day ("The 4Es") through 1:1 customer support interactions. Provide 4E service to help support our customers through our various support channels (Phone, Email, Social, & Chat). This includes answering questions about the product, helping customers with product workflows, and investigating issues. Job Requirements 1+ year of customer service experience Expert troubleshooting abilities, resourcefulness, and curiosity Fluent English speaker, and able to craft messages that are accurate, clear and concise 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 of them. Able to energetically engage with ~20 customers daily, each with their own needs and feelings. Know the internet, and its many applications and can learn new systems quickly (with provided training) 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

FreshBooks is a leading cloud-based SaaS accounting software platform built for small business owners and consistently ranks #1 easiest to use. With an emphasis on keeping things simple and stress-free wherever possible, FreshBooks makes the hard parts of running a business a little bit easier. With FreshBooks, our customers can get paid faster and spend less time on admin and paperwork, so they can focus on what they do best—growing their businesses. 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 and accountants worldwide.