Team Lead, Support (Americas, Remote) - Jobs in Kamloops, BC

Job Description

About FreshBooksFreshBooks 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, SupportWhat Youll Do as a Team Lead, SupportMotivate and engage team to maintain a highly productive and positive work environmentMaintain a strong working knowledge of FreshBooks products and grow the working knowledge of the teamManage performance and support development of individuals through continuous feedback including quality review of cases, 1:1s, and year-end reviewsManage incoming volume and ensure proper support coverage and provide backup frontline support, when neededParticipate in the hiring process by providing timely, objective feedback on candidatesWhat Youll Bring to the RoleAt least two years in a people management positionMinimum five years of experience in a customer service roleTroubleshooting experience and technical prowessAbility to handle escalated customer issues with empathy and understandingYoull Stand Out If You areExperienced in Google Workforce, Zendesk, Jira, Talkdesk, Workforce Management tools, Looker, Periscope (or other data analytics tools) and SlackGreat at planning, organizing and encouraging participation in team events large and small! Our Commitments to YouAt 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 youre 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. ClosingEven if your experience doesnt meet every bullet on the above lists, wed 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 at phone 416-780-2700 and/or accessibility@freshbooks.com.#LI-CJ1Quick Apply

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