Senior Team Lead Support Remote - US

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The Opportunity - Sr Team Lead, Support

Here at FreshBooks, we believe that the best customer service is delivered by a Support team that is engaged in their work and excited to be helping our customers! Our Support Team is not an afterthought - we consider them crucial to our success as a company. We have developed a team (90 ) with lots of growth potential for those whose passion is to dig deep into issues and exceed the expectations of our customers. We are a team of people who will go above and beyond to deliver the best possible customer experience every time!

The Sr Team Lead is responsible for providing the FreshBooks 4E experience to our Support Specialists and through them, to our customers. This Sr Team Lead will be responsible for building and maintaining a tier two group of specialists who are experts in specific parts of our product. Team Leads facilitate their direct report’s achievement of mastery within their role, the development of their skill, and the cultivation of a rewarding and positive work experience. While responsible for the day to day operations of their team, the Sr Team Lead also contributes to the overall success of the department.

What our Sr Team Lead will do:

Create and maintain a highly productive and happy team environment

Build a team of tier two product specialists

Help Support operations scale as we continue to grow

Handle escalated customer issues with empathy and understanding

Manage performance of individuals through continuous feedback including 1:1s and year-end reviews

Maintain a strong working knowledge of FreshBooks products and grow the working knowledge of the team

Support the development of personal and professional goals of direct reports

Monitor, score, and deliver feedback on quality of calls and emails

Manage incoming volume and ensure proper support coverage

Participate in the hiring process by providing timely, objective feedback on candidates

Provide backup frontline support when needed, providing a 4E experience

Plan, organize and encourage participation in team events – large and small!

Motivate and engage team cultivating a positive work environment

Ensure highest quality of customer experience

Who our Sr Team Leads are:

Minimum two years in a people management position

Five years of experience in a customer service role

Expertise in troubleshooting and technical prowess

Why Join Us

We're a motivated bunch, with our eyes laser-focused on shipping extraordinary experiences to businesses. You will be surrounded by hardworking team members who share a common vision for what an amazing software company could be, and have the opportunity to help build an elite one, right here in downtown Toronto.

Apply Now

Have we got your attention? Submit your application today and a member of our recruitment team will be in touch with you shortly!

FreshBooks is an equal opportunity employer that embraces the differences in all of our employees. We celebrate diversity and are committed to creating an inclusive environment for all FreshBookers. All applicants are evaluated based on their experience and qualifications in relation to this position.

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

Company info

FreshBooks is a service of 2ndSite Inc.