Customer Support Specialist

The job overview for the Customer Support Specialist role at FreshBooks is to provide bilingual (German/English) customer support through various channels, such as phones, emails, social media, and chat. The specialist will assist customers with product inquiries, troubleshoot issues, and communicate complex messages in a professional and friendly manner. They will also utilize ticket-based systems to solve customer inquiries, stay updated with product changes, and collaborate with third-party integration partners and other departments. The specialist should prioritize tasks, handle multiple demands, and maintain relationships with customers to increase satisfaction.

• Provide bilingual (German/English) customer support through various channels (phones, emails, social media, chat)
• Answer customer questions, assist with product workflows, and investigate issues
• Communicate complex messages in an accessible, professional, and friendly manner
• Troubleshoot and solve customer inquiries using ticket-based system (Zendesk)
• Stay updated with product changes and enhancements
• Identify potential bugs and product enhancements through customer feedback
• Utilize internal tools and resources for troubleshooting complex issues
• Collaborate with third-party integration partners and other departments
• Maintain Support's best practices
• Meet and exceed performance and quality metrics
• Understand Generally Accepted Accounting Principles (GAAP) and their application to the platform
• Understand Security, PCI, and Compliance protocols and processes
• Prioritize tasks and maintain internal Service Level Agreements (SLAs)
• Handle multiple demands, shifting priorities, ambiguity, and uncertainty
• Learn and adapt to new requests, problems, systems, and processes
• Remain focused under pressure
• Native proficiency in German and bilingual proficiency in English (spoken and written)
• Anticipate customer needs
• Continually search for ways to increase customer satisfaction
• Establish and maintain relationships with customers to gain trust and respect.

• Bilingual proficiency in German and English (spoken and written)
• Ability to provide customer support through various channels (phones, emails, social, chat)
• Empathy towards small business owners and ability to communicate complex messages in a professional and friendly manner
• Proficiency in troubleshooting and solving customer inquiries using ticket-based systems
• Knowledge of the main features of the application and ability to stay updated with product changes and enhancements
• Ability to identify potential bugs and product enhancements through customer feedback and communicate them to the tech team and management
• Familiarity with internal tools and resources such as JIRA and Guru for troubleshooting complex issues
• Collaboration with third-party integration partners and other departments
• Adherence to Support's best practices and meeting performance and quality metrics
• Understanding of Generally Accepted Accounting Principles (GAAP) and their application to the platform
• Knowledge of Security, PCI, and Compliance protocols and processes
• Prioritization skills and ability to handle multiple demands, competing priorities, ambiguity, and uncertainty
• Quick learning and adjustment to new requests, problems, systems, and processes
• Ability to handle change and remain focused under pressure
• Anticipation of customer needs
• Continual search for ways to increase customer satisfaction
• Establishment and maintenance of relationships with customers to gain their trust and respect.

• Comprehensive Compensation and Wellness Benefits, including Pension Plan, stock options, generous time off, annual healthy living credit, and more.
• Perks that Matter, including Peer Recognition Program, Employee Assistance Program, headphone credit, in-person gatherings, and more perks matched to your locale.
• Working Environments to Help You Thrive, with beautiful office spaces in Germany, Croatia, and Netherlands, and a home office credit for remote FreshBookers.
• Supportive Peer Group, Mentors, and Leaders, with programs to foster a strong sense of belonging and collective impact.
• Accelerated growth, with a dedicated company onboarding, career development through coaching, training, and learning on the job.