Purpose of Role:

The Technical Team Lead oversees the success of their team, which is driven by the mantra Support Support. Their team works directly with Support Specialists, providing technical solutions to the issues they face on their customer cases. While assisting the frontline Specialists, the team is also focused on reporting bugs impacting our customers, building internal tools, and on helping answer any inquiries related to our API.

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. The Technical Team Lead is dedicated to being highly knowledgeable of the FreshBooks product and technical processes, allowing them to help in the day-to-day operations of their team. The Team Lead also contributes to the overall success of the department. 

Reporting Relationship(s):

This role reports into the Manager, Support and has a team of 5-8 Technical Support Specialists reporting to it.

Accountabilities:

  • Creates and maintains a highly productive and happy team environment
  • Manages performance of individuals through continuous feedback including 1:1s and year-end reviews
  • Maintains a strong working knowledge of FreshBooks products and processes
  • Supports the development of personal and professional goals of direct reports
  • Manages incoming volume and ensures proper team coverage for timely results to match SLAs
  • Provides backup frontline and Backbone support when needed, providing a 4E experience
  • Participates in the hiring process by providing timely, objective feedback on candidates

Desired Outcomes:

  • Motivates and engages the team to cultivate a positive work environment
  • Frontline Support experiences the highest quality of accurate and responsive service
  • Individuals understand and engage in career progression under the Team Lead’s leadership
  • Each team member regularly maintains the expected workload for their position

If this sounds like you, here’s how to apply:  

Send us a UNIQUE cover letter (typo-free, please!) convincing us why you’d be the best Support Rockstar ever! Along with that, you’ll need to answer the 7 questions listed below. Imagine that you are one of our Rockstars, how would you answer each of these customers' queries? Assume that they have all come in via email and you are unable to ask for additional information.

For those of you who have their creative juices flowing, why not send us a video, song, haiku, or anything else that might demonstrate why you’d be an awesome addition to our awesome team! 

 

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.

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