FreshBooks has a big vision. We launched in 2003 but we’re just getting started and there’s a lot left to do. We're a high performing team working towards a common goal: building an elite online accounting application to help small businesses better handle their finances. Known for extraordinary customer service and based in Toronto, Canada, FreshBooks serves paying customers in over 120 countries.

The Opportunity – Senior Director, Frontline Support - Global

As FreshBooks grows and expands into new markets, we are looking for an experienced Support leader to scale our frontline Support group’s operations.

In this high impact role you will be responsible for delivering on FreshBooks’ Four Es – Executing Extraordinary Experiences Everyday – for our customers, as well as our employees. This leader will be passionate about the FreshBooks mission to help small business owners grow.  This role reports directly to the Vice President of Support and has a team of up to 5 direct reports (Support Managers).

In this role you will:

  • Lead all aspects of a global frontline Support team and deliver on key performance indicators (CSAT, quality, response times, etc.)
  • Drive strategic initiatives within the Support team and cross functionally to improve our ability to provide unparalleled customer service (a key differentiator for the FreshBooks offering) 
  • Develop and execute a multi-year strategic plan for our frontline Customer Support group; scale our Support operations to global markets
  • Handle escalated customers alongside the Support & Executive leadership teams
  • Cultivate a high-performing, inclusive and fun remote work environment
  • Manage performance of individuals through continuous feedback, 1:1s and performance reviews, progressing direct reports’ career progression and development through coaching and mentorship

You will bring:

  • 5+ years working in a multi-channel contact center operational leadership role (preferably SaaS) leading a team of 100+ 
  • Experience hiring, managing and developing high-performing Customer Support teams with fully remote agents across multiple regions (bonus for APAC)
  • Workforce management experience budgeting, forecasting & scheduling across different countries and time zones (bonus for 24/7 operations)
  • A track record of cultivating positive work environments, providing mentorship and leadership across a diverse workforce
  • Excellent verbal and written communication skills & presentation skills
  • Experience in cross functional group projects that shape programs that affect the entire organization

Who you are:

  • Customer driven; deep understanding and/or passion for the SMB customer
  • Open to feedback, a  passion for personal growth and a mindset for continuous improvement 
  • Technically minded (bonus for experience using our Support tools: Zendesk, Talkdesk, and Guru)
  • Analytical & Data Driven (bonus for experience using Looker)
  • Innovative; experience implementing new service channels and innovative Support offerings)
  • FUN and a pleasure to work alongside

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