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

About Us

You've probably learned a bit about FreshBooks before making it to this point, but let us take a moment to introduce ourselves: 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.

Perks & Benefits

We understand that you'll weigh many factors when deciding if FreshBooks is the right next step in your career. Here are some of our offerings for our employees (we call ourselves ✨ FreshBookers✨) to support their growth:

🩺 Comprehensive health and wellness benefits: Including stock options for every full-time employee, comprehensive medical benefits dependent on your region, and more.
📚 Perks that matter: Including a Peer Recognition Program, an Employee Assistance Program, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your locale
🤗 Supportive peer group, mentors, and leaders: We care about each other across the organization and have programs to support this so everyone feels a strong sense of belonging and believes in collective impact.
🚀 Accelerated growth: Comprehensive company onboarding, career development through continuous coaching, training, and learning on the job.

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.

FreshBooks provides employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact us by phone at 1-416-780-2700 and/or email at accessibility@freshbooks.com.

#LI-CJ1 #LI-Remote #LI-Mexico

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Do you currently have an existing non-compete employment agreement which would prohibit you from joining FreshBooks? *

No

Yes

Are you located in Mexico? *

No

Yes

Are you legally eligible to work in Mexico? *

Yes - can work for any employer in country of residence

Yes - for their current employer; requires reallocation of work permit/visa

No - is not eligible to work in country of residence

This role will be focused mainly on phone support. Please confirm that you understand and acknowledge this. *

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What is your desired monthly gross salary in MXN? *

16,000-20,000 MXN

20,000-24,000 MXN

24,000-28,000 MXN

28,000+ MXN

Will discuss during initial interview

Imagine you are one of our Support Specialists responding to customer queries received via email. How would you craft a helpful and professional email response to the questions below?

Please ensure your answers reflect genuine research and understanding - avoid using AI to generate responses. Use Google to locate accurate FAQ resources or support documentation to back up your instructions. (Hint: Providing step-by-step guidance or linking directly to relevant support articles is an essential part of how our Support Specialists respond to customers)

Yes, I'm ready!

Hey FreshBooks, I can't find your pricing. - Bruce *

Hey FreshBooks, I'm trying to print an invoice for my client, but it's not working. Help! - Steve *

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Req ID: Support Parent - Mexico

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