About FreshBooks
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.
At FreshBooks, 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 wellbeing. We are committed to creating a supportive and adaptable workplace where everyone can thrive, grow and make an impact on small business owners and accountants.
Job Vacancy - Support Specialist (Remote, Mexico)
We are looking for someone to join our award-winning Support 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.
This position is
primarily
phone-support-focused
. We offer phone and
email support from Monday - Sunday.
Currently, we seek to fill vacancies for
bilingual English/Spanish
Support Specialists, who
will be working
remotely
in one of our full-time shifts between the hours of
1-9 pm Eastern time.
The weekly shift options we have available are flexible but will include at least one weekend day, (such as Tuesday - Saturday or Sunday - Thursday).



We have some limited Monday - Friday options available as well.
Training
sessions
will be
between
Monday - Friday
for the first few months
, after which you will switch to your
assigned schedule covering at least one weekend day.
Role Responsibilities
Respond, troubleshoot and solve inbound customer support inquiries about our web and mobile applications using our ticket-based system (Zendesk).
Execute Extraordinary Effortless Experiences Every day ("The 5Es") through 1:1 customer support interactions.
Provide 5E 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.
Role Requirements
Previous Experience:
1+ year of customer service experience
Problem Solving skills
: Expert troubleshooting abilities, resourcefulness, and curiosity
Written & Verbal Communication Skills
: Fluent English speaker, and able to craft messages that are accurate, clear and concise
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 of them.
Endurance & Resilience
: Able to energetically engage with ~20 customers daily,



each with their own needs and feelings.
Technical Aptitude
: K
now the internet, and its many applications and can learn new systems quickly (with provided training)
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.
Please note, for remote positions, it is expected that you can meet the below
specifications
(at a minimum) to support the systems required for your role and be successful in the role:
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
#LI-CJ1 #LI-Remote #LI-Mexico
Why FreshBooks?
At FreshBooks, every team member knows their voice is heard and their contributions matter, making a difference in the lives of millions of small business owners and accountants across the world. Grow your career, work on projects that excite you, and thrive in a supportive and collaborative environment.
Perks & Benefits:
? Comprehensive health and wellness benefits.
Including a retirement savings program or pension plan 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, fertility and gender-affirming benefits dependent on your region, and more.

📌 Support Specialist (Xico)
🏢 Freshbooks
📍 Xico