Support Specialist (Mexico)

FreshBooks; Región Centro; A distancia; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading SaaS accounting platform is seeking a bilingual Support Specialist to enhance customer experience. In this role, you'll troubleshoot customer issues and provide support via phone, email, social, and chat. Ideal candidates have excellent customer service skills, a year of experience, and a passion for helping others. The position offers remote work options and various perks, including health benefits and professional development opportunities.

Servicios

Comprehensive health and wellness benefits

Peer Recognition Program

Employee Assistance Program

Career development opportunities

Formación

• 1+ year of customer service experience.
• Expert troubleshooting abilities and resourcefulness.
• Fluent English speaker who can craft clear messages.
• Cares about customers' needs and feelings.
• Able to engage with ~20 customers daily.

Responsabilidades

• Respond, troubleshoot, and solve customer inquiries using a ticket-based system.
• Provide excellent customer support through various channels.
• Help customers with product workflows and investigate issues.

Conocimientos

Customer service skills

Troubleshooting abilities

Fluency in English

Empathy

Ability to learn new systems quickly

Herramientas

Zendesk

Descripción del empleo

Job Vacancy

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

• 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 [e-mail].